Service Level Agreement (SLA)
Service Level Agreement (SLA)
Service Level Agreement (SLA) is the best protection of your investment in IT solutions. Signing service agreement gives assurance that IT systems operate safely and the costs of their functioning are long-term optimized. The range of service is accurately defined in each case and adapted to individual needs and conditions of the enterprise.
The agreement includes services offered by us in ibcsPomoc contract, extended with a range of services performed in Customer’s company, remote monitoring, trainings, servicing etc. Conclusion of an agreement allows 24 hours care of IT system installed in Customer’s enterprise.
| IBCS Poland service contract | Hardware warranty
Software warranty |
Manufacturer’s |
ibcsPomoc |
Maintenance |
| Common services for both software and hardware | ||||
| Service portal (registration, repair status, knowledge base) | yes | yes | yes | |
| Logistic service of manufacturer’s contracts | yes | yes | ||
| Removing hardware and software factory flaws | yes | yes | yes | |
| Technical support on the phone 8-16 on administrator’s level | yes | yes | ||
| Technical support on the phone 8-16 on user’s level | option | option | ||
| Technical support on the phone 24/7 | option | |||
| Possibility to prolong service conditions for consecutive years | yes | yes | yes | |
| Software only services | ||||
| Software development and stabilization (implementation of modifications) | yes | yes | ||
| Access to upgrade and update | yes | yes | ||
| Repair of errors caused by faulty handling | yes | yes | ||
| Guaranteed repair time | yes | |||
| Hardware only services | ||||
| Restoring to original state | yes | yes | ||
| Repair of damages caused by faulty handling | yes | yes | ||
| Guaranteed repair time | yes | yes | ||
| Firmware and software update to the latest versions | yes | option | yes | |
| Replacement device for repair time | option | yes | ||
| Restoring configuration after repair | option | yes | ||
| Battery verification and charging | option | yes | ||
| Remote diagnostics and management of terminals and elements of network: 8-16 | yes | |||
| Remote diagnostics and management of terminals and elements of network: 24/7 | option | |||
| Monitoring of mobile and WLAN infrastructure | option | |||
| Verification of LAN/WLAN with analyzers | option | |||
| Device servicing in Customer’s company | option | option | ||