*Response time is 1 Hour and Resolution time will be max 24 hrs for complicated issues.
As soon as you sign up with us, we would be sending you a copy of the NDA - Non Disclosure Agreement and SLA - Service Level Agreement duely signed by our management authorities.
We would also expect and appreciate to receive any specific points or notes from your end, that may need to be included into the SLA.
Our Standard SLA includes 20 mins Response Time and the resolution time depends upon the level and the complexity of the issue.
We have a team of techs who come with a wide range of expertise and experience in the Server management domain. These techs form the Quality Assurance team and their main role would be monitor. evaluate and audit each and every ticket worked on by our techs on various client helpdesk and other systems. This is to ensure that all tickets are handled properly ensuring a premium quality of service as assured by our firm towards our clients.
The QA team audits each and every ticket for any possible issues on technical or communication aspects that may have occurred during the process and any identified issues is immediately taken care of ensuring that it does not affect the client or the end customer adversely.
For any identified issues, the client is provided with a PIR - Post Incident Report and this is also recorded and analyzed at our end to fix its root cause and ensure such issues never occur again.
Clients are also requested and contacted for Feedback / Suggestion on the services provided in a periodic manner.
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