Service Level Agreements
A Service Level Agreement suitable for your business should ensure adequate cost control while guaranteeing functionality and availability of all essential services. Rockbrook Engineering will work with you to find a Service Level Agreement to suit your needs. Rockbrook Engineering can provide an On Call Service and a Complete Plant Wide system back up service.
Premium level service agreements can include up to the following:
- 24 Hour/ 365 day on-call service with optional VPN remote access 15 minute verbal response time to all callouts
- Site visit within two hours in the unlikely event of an unsuccessful remote support attempt or hardware failure
- Support to plant maintenance technicians from the control system down to field device level
- Real time logging of error and fixes with comprehensive web based error reporting and call tracking software
Rockbrook Engineering currently provides premium service level agreements to the following blue chip companies:
Diageo Guinness St James Gate Brewery.
We have recently received the Diageo world class standard for SLA services for the production system during the 2008/2009 AMIS audit. The high level of service provided in our customised SLA has been awarded with a new 3 year contract.
Diageo Baileys Global Supply Nangor Road.
Our current SLA structure has been integrated into the Baileys process system. The success of our SLA has succeeded in reducing system failures and increasing process awareness by the continued logging and route cause analysis of all issues within the production plant. A new 3 year contract has been agreed. International Airport Runway lighting system Dublin.
With our partner company ATG Ltd. we provide a premium level SLA for the support and maintenance of all runway, taxiway and airfield lights at a Major International Airport in Dublin. This is a highly customised and controlled service level agreement.