Contact us by:
email: info@singlesource.co.uk
tel no. +44 (0) 1403 784754

Full On-Site maintenance to a wide range of Service Levels with response time from 2 to 8 hours during standard working hours to 365 x 24, including operating support. If the type of cover you require is not listed below please ask, we can offer you a bespoke package, please contact our Sales Team.

Service Level Agreements
Support of Hardware & Operating Software
Level One
Level Two
Level Three
Level Four
Geographical Coverage
UK Mainland
UK Mainland
UK Mainland
UK Mainland
On-Site Coverage Hours
24 x 7
7.00 to 19.00
8.00 to 17.00
9.00 to 17.00
On-Site Coverage Days
Monday to Sunday
Monday to Friday Excluding Public Holidays
Monday to Friday Excluding Public Holidays
Monday to Friday Excluding Public Holidays
Telephone Response Cover
24 x 7
24 x 7
8.00 to 20.00
9.00 to 17.00
Telephone Response Times
Within 1 Hour
Within 1 Hour
Within 1 Hour
Within 4 Hours
On-Site Response Times (following fault qualification)
Urgent: 2Hours*
Urgent: 2Hours*
Urgent: 2Hours*
8 Hours Engineer response
Serious: 4 Hours*
Serious: 4 Hours*
Serious: 4 Hours*
Non-Critical: As agreed
Non-Critical: As agreed
Non-Critical: As agreed
*subject to location
Operating Software Patches & Maintenance Releases
Supported at installed levels
Supported at installed levels
Supported at installed levels
Supported at installed levels

Additional chargeable services, subject to prior agreement

Amended Hours Cover
Included
Option
Option
Option
Remote Dial-In Diagnostic
Option
Option
Option
Option
Remote System Monitoring
Option
Option
Option
Option

printable version

© Singlesource 2008