IT Service Level Agreements

SLA OptionsSLAs Customized for Your Needs

CentricsIT offers a variety of Service Level Agreement options that allow you to choose a solution that fits your business’ needs and budget.

There are no penalties for adding or deleting equipment on your contract, so you can adjust your SLA penalty-free anytime. Our 24 x 7 x 365 phone support is standard across all SLAs, and we assign a certified engineer to all support tickets within thirty minutes of submission.

We can also create a custom SLA to reflect your unique maintenance needs. For instance, four-hour response time means we are on site with the part in hand, and NBD means parts are guaranteed to arrive before noon on the following business day.

The CSS customer portal hosts all your contract information (SLA, nicknames, S/N, etc.) and allows you to submit trouble tickets online. Our team monitors the trouble ticket system around the clock and will ensure a quick resolution to your issue.

Choosing the Right SLA (IT Service Level Agreement)

Every data center is different. That’s why CentricsIT offers flexible IT service level agreement options. Our support packages can accommodate any amount of data center support you require.

When choosing an SLA, think about the machines you are looking to place under support. Are they mission-critical? Is it legacy equipment or the latest and greatest? Is a failover design in place? The answers to these types of questions will determine how quickly you will need a spare when a part goes bad and whether or not you will need an engineer onsite. You’ll also want to consider your budget. For instance, 4-hour response is more expensive than NBD response; and if you have technical resources in house, you can save money with an SLA that does not require an onsite engineer.

Regardless of your needs and current resources, CentricsIT will consult with you and suggest the best plan. We can even create a custom plan that is tailored to your specific needs. We’ll work within your budget and timeframe to craft the most effective SLA possible. Our 24 x 7 x 365 phone support is standard across all SLAs, and below you will see some common SLA breakdowns. But these don’t even begin to encompass the level of SLA customization CSS offers. You can pick and choose from the SLAs below or create one all your own. With CSS, you are in control of how your maintenance dollars are allocated.

Common SLAs Description
24 x 7 x 4 Onsite Support
  • 24x7x365 technical phone support is available.
  • Customer will receive a call from a tier 2 or tier 3 engineer within 30 minutes of ticket submission.
  • Engineer will be onsite, part in hand within four hours.
  • Onsite Engineer will install replacements.
24 x 7 x 4 Parts Replacement Support
  • 24x7x365 technical phone support is available.
  • Customer will receive a call from a tier 2 or tier 3 engineer within 30 minutes of ticket submission.
  • Part in hand within four hours.
24 x 7 x NBD Onsite Support
  • 24x7x365 technical phone support is available.
  • Customer will receive a call from a tier 2 or tier 3 engineer within 30 minutes of ticket submission.
  • NBD Parts guaranteed to arrive before noon on the next business day.
  • Onsite Engineer will install replacements.
24 x 7 x NBD Parts Replacement Support
  • 24x7x365 technical phone support is available.
  • Customer will receive a call from a tier 2 or tier 3 engineer within 30 minutes of ticket submission.
  • NBD Parts guaranteed to arrive before noon on the next business day.
Request a Quote TodayRequest a Quote TodayFor more information about our SLAs, contact us today to get in touch with a specialist.