Service Level Agreements
Bringing accountability to client-vendor relationships
The Service Level Agreements program is intended for those clients who require one-to-one assistance, a guaranteed response time, and a long-term, contractual, support based relationship.
To understanding customer’s business, culture, objectives, and vision and provide the best possible service to you, we in Troxo would take your company through the following process:
- Survey and evaluate targeted application portfolios
- Select the right services and measurements of their delivery
- Benchmark baseline service levels
- Create SLA
- Set performance levels to meet or surpass the your existing service levels
- Monitor SLA and make suggestions of where and how quality improvements can be made
You can also choose one of our pre-configured SLA packages:
SLA packages comparison table
| BASIC
Software application maintenance. Ensures that your application gets the required support. |
PREMIUM
System maintenance. Providing your production system with an appropriate incident and change management. |
|
|---|---|---|
| Development Support Hours per contract month | 40 | 150 |
| Guaranteed response time for critical bug fixing | max 1 business day | max 1 calendar day |
| Guaranteed response time for non critical bug fixing | 5 business days | 1 business day |
| Multitask ticket fixing | One ticket | Tree tickets at the time |
| On duty for monitoring | - |  |
| Changing application | - | |
| Price | Call | Call |