SLA and Support Services
ICIF provides various levels of SLA contract that meet different client requirements
from normal operation to mission critical operation. we provide 6 levels of SLA.
|
|
VIP Elite |
Gold |
Silver |
Bronze |
On Call |
Custom |
|
First
Level of support on the phone |
√ |
√ |
√ |
√ |
|
√ |
|
Engineer
dispatch within 2 hours |
√ |
√ |
|
|
|
Custom |
|
Yearly
visit |
Unlimited |
52 |
24 |
12 |
|
Custom |
|
Hours
of services |
24/7 |
24/7 |
8/5 |
8/5 |
|
Custom |
|
|
24 hours |
24 hours |
9am-5pm |
9am-5pm |
|
Custom |
|
Incident
resonse for priority 1&2 |
2 hours |
4 hours |
NBD |
NBD |
NBD |
Custom |
|
Incident
resonse for priority 3&4 |
4 hours |
NBD |
2 days |
2 days |
On Availability |
Custom |
|
Preventive
Maintenance |
12 |
12 |
6 |
4 |
|
Custom |
|
Consultant
and training on demand |
√ |
√ |
|
|
|
Custom |
|
Managed
Services |
√ |
|
|
|
|
Custom |
|
Private
VIP Workshop |
√ |
|
|
|
|
Custom |
|
Dedicated
team |
√ |
|
|
|
|
Custom |
SLA and Support Services
ICIF provides various levels of SLA contract that meet different client requirements
from normal operation to mission critical operation. we provide 6 levels of SLA.
|
|
VIP Elite |
Gold |
Silver |
Bronze |
On Call |
Custom |
|
First
Level of support on the phone |
√ |
√ |
√ |
√ |
|
√ |
|
Engineer
dispatch within 2 hours |
√ |
√ |
|
|
|
Custom |
|
Yearly
visit |
Unlimited |
52 |
24 |
12 |
|
Custom |
|
Hours
of services |
24/7 |
24/7 |
8/5 |
8/5 |
|
Custom |
|
|
24 hours |
24 hours |
9am-5pm |
9am-5pm |
|
Custom |
|
Incident
resonse for priority 1&2 |
2 hours |
4 hours |
NBD |
NBD |
NBD |
Custom |
|
Incident
resonse for priority 3&4 |
4 hours |
NBD |
2 days |
2 days |
On Availability |
Custom |
|
Preventive
Maintenance |
12 |
12 |
6 |
4 |
|
Custom |
|
Consultant
and training on demand |
√ |
√ |
|
|
|
Custom |
|
Managed
Services |
√ |
|
|
|
|
Custom |
|
Private
VIP Workshop |
√ |
|
|
|
|
Custom |
|
Dedicated
team |
√ |
|
|
|
|
Custom |