Have any questions?

Free: 0861 772 652


Service Level Agreement

We offer support services in automation, system integration, instrumentation, and Industrial IT. These services run 24/7/365 in contact centre service format where we have engineers on rotation available for support to assist diagnose and get your plant running.

We have tailored services level agreement with our customers which speak to their business needs.

SLA Structures

  1. Base System Support
    The base system support provides 24/7/365 telephonic support by a qualified and experienced Engineer. Unlimited telephonic support for resolving system or operational problems is included with this option.

    A monthly report will be emailed to customer detailing the problems and root causes for any support calls made.

  • 24/7 Standby Support
  • Onsite/Remote Unlimited support
  • 2 Weeks Loan IT Equipment for Disaster Recovery
  • Disaster Recovery Support and related travel
  • Proactive Monitoring Tools and Reporting
  • Proactive System checks and Remediation (excluding changes)
  • Remote Connection Tools and VPN Firewall

  1. Engineering hours
    These hours can be used for approved change requests, approved system additions, training, and any small projects.
  • Approved Change Requests
  • Approved System additions
  • Approved Training
  • Travel Costs

  1. Schedule Maintenance
    Most customers run daily backups of their systems but never test the integrity of the backup. With our schedule maintenance which are done quarterly or bi-annually depending on the system needs, we run a full system backup, take a copy offsite to validate on our cloud environment to test its integrity. Full system maintenance is done during this visit and a full comprehensive report is produced.
  • Scheduled Site Visits during normal business hours.
  • IT Software Updates
  • Control System Software Updates
  • Full Back up of Entire System (HDD Imaging)
  • Control System Backup
  • Validation of Backups
  • Off-site Backup Storage
  • Hardware Diagnostic Check
  • Review and Clear Event Logs
  • Archive and Cleanout Batch History Database
  • Archive and Backup IM Database
  • Blow out and clean out all Servers and PC’s in Rack Cabinet
  • Monitoring and recording system performance.
  • Critical preventative maintenance
  • System report after each visit

“To create great work, you’ve got to love what you do” – Steve Jobs