Service Level Agreement
A New Cost Effective approach has been undertaken by Campbell IT to provide you with a Customer Orientated Service Level Agreement that addresses many of the IT issues facing your company. This is an approach that focuses on Tasks and Outcomes for you – not the Time taken to perform work. We call it Outcome Based Service Work (OBSW)
. This is an Innovative Approach offering much more than a standard maintenance agreement.Given that computer uptime is a crucial part of the success of your organisation the key requirements must be:
- More Reliable computer systems
- Capped IT costs
- An easy to forecast Budget for IT expenditure
- A Support organisation that has the Efficiency of your network as its priority
- A service organisation that contacts you and keeps you Informed
- An escalation management system to assure effectiveness of program execution
The Campbell IT Service Level Agreement addresses all of these areas, and goes a step beyond all previous SLAs, with the establishment of our Tailored Service Level Agreements.
Traditionally IT companies are focussed on the Time Spent performing work for their clients. This makes it difficult to estimate labour charges before work is performed. With an Campbell IT SLA you can easily forecast your IT budgetary requirements.The Campbell IT SLA forms the backbone of the Relationship between Campbell IT and you, the Client. It is provided to you on 3 different levels to match your service requirements and budget, each level clearly defining the work that will be performed under the agreement.It is an incredibly simple concept. The Service Level Agreement is not based on the number of hours of work each month. There is simply a range of Tasks, Outcomes and Regular Maintenance that will be performed under the scope of the SLA.This concept and implementation guarantee is made possible by the use of an innovative software suite, which allows experienced Campbell IT engineers to proactively monitor a clients computer infrastructure and carry out preventative and repair activities remotely, whenever possible, avoiding costly downtime.The Campbell IT SLA is therefore, a Commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak.This is an Exciting Concept Offering from Campbell IT that is revolutionising the IT support world. It is about providing the Efficiency and Savings you deserve.
The Campbell IT Guarantee:
Campbell IT is so confident of being able to deliver on the services offered that we offer money back guarantees if certain aspects of the SLM are not delivered on.
There are 5 key measurable areas that we offer the refund:
- Phone or e-mail response times on critical issues
- On-site response time for new critical issues
- Preventative Network Maintenance
- Critical MS Security Server Updates
- Consultancy Discussion.
If we miss one of these guarantees on your SLA in a given month, Campbell IT will refund 5% of the monthly fee for each proven incident, up to a maximum of 10%.
Guaranteed Response Times
The 3 SLAs have differing response times.
This document is designed to give you a brief overview of an Campbell IT SLA. For the complete documentation and for further information, e-mail your contact details to or call +353-74-9184060 and your tailored SLA can be discussed with you.