Online Direct is able to offer your company a tailored Service Level Agreement to suit your needs. While every company’s requirements are different, we have streamlined a few SLA packages from which you may choose a solution that suits your needs.

Each SLA package may be tweaked for any additional requirements that you may have.


SLA OFFERINGS
Basic SLA
     -    Unlimited telephonic support from our extended hours call-centre
     -    Unlimited remote login support
     -    Unlimited on-site visits
     -    Carry-in and on-site repairs, labour only. All hardware will be quoted for separately
     -    Updated site documentation
     -    Prompt response times:
            -    Call-centre response within 20 minutes during call-centre hours
            -    Emergency on-site technician within 4 working hours
            -    Standard next day on-site support
     -    After-hours support available at 1½ times normal rate, on request
     -    Reduced rate for consulting which falls outside of SLA
     -    Revolving equipment update plan ensuring that all equipment is current, minimising bulk expenditure

Standard SLA
     -    Unlimited telephonic support from our extended hours call-centre
     -    Unlimited remote login support
     -    Unlimited on-site visits
     -    Carry-in and on-site repairs, labour only. All hardware will be quoted for separately
     -    Updated site documentation
     -    Prompt response times:
            -    Call-centre response within 20 minutes during call-centre hours
            -    Emergency on-site technician within 4 working hours
            -    Standard next day on-site support
     -    After-hours support available at 1½ times normal rate, on request
     -    Reduced rate for consulting which falls outside of SLA
     -    Revolving equipment update plan ensuring that all equipment is current, minimising bulk expenditure

Advanced SLA
     -    Unlimited telephonic support from our extended hours call-centre
     -    Unlimited remote login support
     -    Unlimited on-site visits
     -    Carry-in and on-site repairs, labour only. All hardware will be quoted for separately
     -    Updated site documentation
     -    Prompt response times:
            -    Call-centre response within 20 minutes during call-centre hours
            -    Emergency on-site technician within 4 working hours
            -    Standard next day on-site support
     -    After-hours support available at 1½ times normal rate, on request
     -    Reduced rate for consulting which falls outside of SLA
     -    Up to three free domains including basic hosting and routing of mail to own server
     -    Support for home computers at a third of the per seat SLA rate, per computer
     -    Revolving equipment update plan ensuring that all equipment is current, minimising bulk expenditure

Our standard SLA packages are based on the following table:

We do have a few requirements for entering into our SLA programme:
     -    A full onsite survey and inventory is required. On completion, a non-obligatory quotation for required improvements will be made.
          This process will include full site documentation which will be available to the client
     -    A suitable antivirus programme must be in place
     -    A server on site is required for networks larger than ten workstations
     -    Suitable network connectivity and remote access must be made available


We also offer a number of value added services at an additional fee:
     -    Remote backup services
     -    Mail Branding
     -    Mail Archiving
     -    Mail Spam Filtering
     -    Wesite filtering and monitoring