SLA and maintenance plans
Fixed agreements on response times and management, so you never have to hope someone is available.
What an SLA really is
SLA stands for Service Level Agreement: an agreement on how quickly we respond and what our management covers. It sounds like something for large companies, but it makes the biggest difference for a small business. You are the one without an IT department, so you are the one who feels it most when nobody is available.
Without an agreement, when something breaks you are a customer who calls and hopes. With a plan it is agreed how quickly we respond, who is available, and which work is already included in the monthly fee. That turns a fault into an inconvenience rather than a crisis.
More important than the response time, by the way, is the maintenance beforehand: updates done on time, backups that are checked, certificates that do not expire and disks replaced before they fail. Most of the faults we fix for new customers could have been prevented.
With every plan
- A guaranteed response time, in writing
- Scheduled maintenance and updates
- Backups checked, not just made
- Monitoring of certificates and renewals
- One point of contact, including with your suppliers
Three levels
Basic
For a small office or a home workstation. Response within one working day, quarterly maintenance, faults charged at the hourly rate.
Business
Response within four working hours, monthly maintenance, monitoring of your network, and a fixed number of support hours in the monthly fee.
Business plus
Response within two working hours, round-the-clock monitoring, priority over other requests and an annual review of your entire environment.
Frequently asked questions about maintenance
What does a plan cost?
The monthly fee depends on the number of workstations and devices. See rates, or ask for a tailored proposal.
Is everything included?
Maintenance, monitoring and an agreed amount of support are included. New equipment and projects are not; they stay separate, and we tell you so in advance.
Can I cancel?
You can cancel monthly after the first year. We would rather keep customers with good work than with a contract.
What if something breaks outside office hours?
Business plus includes availability outside office hours. With the other plans we pick it up on the next working day, with priority.
Want a tailored proposal?
We look at your workstations, servers and equipment and work out a monthly fee. No obligation.