Smart SLA


Smart SLA

A service-level agreement (SLA) defines the level of service expected by a customer from a supplier or service provider, laying out the metrics by which that service is measured, and the remedies, if any, Ideally, SLAs should be aligned to the technology or business objectives of the engagement. SLAs remain a critical component of outsourcing contracts, forming the core of service delivery reporting over the life of the IT Services agreement.

Datec offers Smart SLAs to customers and partners within Fiji Islands and other pacific regions. Unlike the traditional SLAs defined in the best practices frameworks, our Smart SLAs are geared with the Pro-active Approach and tools powered by Remote Management Monitoring (RMM) and Professional Services Automation (PSA).

Smart-SLA.pngWhat makes our Smart SLA Services Unique

  • Single Point of Contact (SPoC) for any IT Interruptions
  • An OPEX Solution Model
  • Expert ICT Resource Pool at a minimum cost
  • Technology Advantage
  • Shoulder your ICT Worries on Third Eye
  • Less ICT Incidences by Pro-active Approach
  • Seldom downtime with an enhaced business continuity
  • Automated Pro-active Maintenance
  • Automated RMM
  • Essential Security Monitoring
  • Essential Data Backup Monitoring
  • ICT Environment Review and Reporting

Since Datec is an ICT industry which is fast developing, the team closely work with our clients in selecting solutions that are sustainable and will last for a longer term. An area of concern is the backup spares for major infrastructure that are purchased and deployed at corporate client’s sites. There are situations whereby the products reach End of Life and vendors are not able to support beyond the warranty period. For certain client, their infrastructure requires critical spares to be kept to avoid disruption to their operation. Datec plays a key role in maintaining critical spares and after sales support for corporate clients through Service Level Agreements (SLA’s). The SLA’s also act as a preventive measure and is a proactive measure to identifying risk and mitigating it in a timely manner.
ICT Calls Strategy Matrix
Figure: Point of Contact (POC) and Issue Escalation Matrix
Customer Call Classification
Severity 1 - Critical Problems Severity 2 - Major Problems Severity 3 - Minor Problems
  1. A totally unplanned systems outage which affects multiple users, or a user performing critical functionality where there is no work around.
  1. Critical system functionality is not usable or is badly affected with no practical work around.
  1. Frequently used system which is unusable, or badly affected, or a partial system outage.
  1. Work around is cumbersome and causes an impact on productivity.
  1. The potential for service levels to customers are not being met.
  1.  Minor problems do not significantly impair the functioning of the system and do not significantly affect service to customers.