Service Level Agreement (SLA)

Daily computer problems don‘t stop company‘s work

Technical specialists quickly provide technical maintenance services to solve daily concerns associated with computer equipment. Being initiative, they constantly observe and react before a malfunction or a programming error occurs. A monthly report of the incidents occurred and periodical recommendations on optimizing your IT infrastructure is given.

This service is provided according to the best practice of ITIL standard.

 

Description
Standard
Express
Reaction time
4h
2h
Resolution time
16h
8h
Maintenance time
8 - 17h
8 - 19h
Weekdays
Workdays
Workdays
Number of incidents
Unlimited
Unlimited
Incident solutions through remote connection or arriving to a location
Help desk consultations
Task management supervision
Substitute equipment placement
Prophylactic procedures
Constant mainetenance
Managing IT services (IT manager function)
Free of charge repair of In-Warranty equipment 
Free of charge installing of the new equipment bought at B.G.M.

 

 

M. K. Ciurlionio g. 17, LT-03104, Vilnius, Lithuania
tel: +37052163530
fax: +37052163532