Clients can contract our post-sales technical assistance and assessment service by establishing a Service Level Agreement (SLA). The SLA reflects the objectives agreed by both Eurogaran Informatica and their clients to ensure the highest quality of service and to maintain a continued relationship the customer. In this regard, clients who opt for the SLA are offered direct contact by telephone with our technical staff, person to person, discarding the traditional impersonal "hot line".
The support service integrates service calls, remote assistance and video calls.
The SLA includes the following sections:
Definition: Description of service characteristics.
Provision: Time elapsed from the signing of the order/contract to the delivery or commissioned of service.
Availability: This is a fundamental aspect in the Service Level Agreement so we need to take the technological platform (systems) into account, to organize communications and technical support.
Customer Service: Describes how the client can contact us regarding incidents or queries about the service. It is vital to have qualified and efficient technical support to ensure an adequate level of service and attention 24/7.
Response Time: Minimum time commitment in terms of troubleshooting.
Maintenance: Conditions of maintenance, equipment repair and possible interventions that affect the service on a scheduled basis.
Penalties: Guarantees and compensation relating to performance of service level commitment.