The ISYS Group are able to offer many SLA’s for the purpose of supporting our Intelligent Solutions. The below example is one of many Isys Group can offer and we welcome the opportunity to tailor our SLA’s appropriately for the needs of our customers

Software Support
The ISYS Group will provide telephone and online support during normal office hours (24/7 available), we will guarantee that all issues logged will be dealt with by an ISYS support technician within 4-hours of the call. Issues that cannot be rectified over the phone will be escalated to senior support technician who will, using a remote diagnostic software (with the permission of Customer) look to rectify the fault. Any issue that cannot be dealt with over the phone, through remote diagnostics will result in a site visit by a senior support technician. We will guarantee that 80% of all support calls (not including report amendments, development work, system updates) will be dealt within 3 days of the call being opened. It will however be our intention that the majority of support issues are rectified within hours of the call being logged.

Hardware Maintenance
All hardware supplied by ISYS is plug and play and can be remotely diagnosed from our head office in Swindon (UK).  We would propose to leave a suitable amount of hardware under the agreement that would allow trained IT / Facilities to, with assistance from ISYS, provide a hot swap of faulty hardware with new units. ISYS will arrange the immediate collection of faulty hardware as well as replenishing your maintenance stock. For issues that cannot be resolved locally, ISYS will send a senior support technician to site to carry out the replacement of faulty hardware.

Upgrade Options
Please note the above support and maintenance option suggested, is the favourite choice of our customers.  However the ISYS group is happy to tailor the provision of Support and Maintenance to fit your needs should alternative SLA’s be required.