Service Level Agreements
As technology requirements evolve in the corporate world, so to have the delivery of such services. Service Level Agreements provide a powerful and effective tool by which to manage your company's IT. It is very often a requirement depending on the size of the organisation, but to many is the preferred method of IT management as it takes guessing out of IT prioritizing and the ranking of IT breakdown urgency.
e-Computing's SLA service is unique. We believe that there is a common sense approach to IT urgency rankings. This is worked out with the management of the company and then implemented by e-Computing, making the decision making process so much easier for IT managers and Company managers. Based on extensive consultations a "level of service needs" is developed and this then forms the benchmark from which e-Computing deliver the job of maintaining seamless IT functionality.
In addition to the obvious benefits of an SLA, other benefits may include a guaranteed response time of 1 hour for emergencies and 4 hours for non emergency breakdowns, no loading on public holidays and weekends, monthly health checks, reports and audits allowing you to budget and plan for upgrades.
Why have a SLA?
A very basic illustration of how an SLA can be useful is common to most organisations. The day that pays are run in any company would most definitely have the payroll department PCs as the priority for that day. In the event that on the Pay Run day the payroll computers go down but on that same day the CEO's emails stop working, you would want your IT team to be focused immediately on getting the payroll PC's up and working properly as the priority.
There is usually no time for deliberating what the priority is and there would certainly be no time to fix the CEO's emails. Having an SLA would take the onus off of everyone as too what decision to make as it has already been made and e-Computing is commissioned to carry out the instructions of the SLA precisely and unquestionably.
