Service Levels

From CCS Ltd

Our Service Level Agreements for hardware support are as follows: -

• 9.00am - 5.00pm with an 8 hour on site response
• 9.00am - 5.00pm with an 4 hour on site response
• 9.00am - 5.00pm with a 4 or 8 hour response with an 8 hour fix
• 9.00am - 5.00pm with a 4 or 8 hour response with a 4 hour fix
• Custom Hours (e.g 0700 til 1900 but less than 24 hours) with an 8 hour on site response
• Custom Hours with an 4 hour on site response
• Custom Hours with a 4 or 8 hour response with an 8 hour fix
• Custom Hours with a 4 or 8 hour response with a 4 hour fix
• 24 x 7 x 365 with an 8 hour on site response
• 24 x 7 x 365 with an 4 hour on site response
• 24 x 7 x 365 with a 4 or 8 hour response with an 8 hour fix
• 24 x 7 x 365 with a 4 or 8 hour response with a 4 hour fix

Note : Please contact us if you require a different SLA than is shown, these are for guide purposes only.

All of our Software agreements are 24 x 7 x 365 with a 30 minute telephone response as standard.

All OS support contracts are remote support and require remote access to the customers site.

Contact us for more information.