SLA Outsourcing
When a vendor wishes to market and sell equipment in a territory, especially in the professional world, it is required to provide high quality support to the sold equipment. There are cases where the vendor does not wish to invest in establishment of a local office for support and maintenance operation.
Comtentvision offers Service Level Agreement (SLA) execution for vendors. A vendor has the option to provide high quality services without having the need to invest extensively in working power, facilities and management.
Contentvision SLA includes the followings activities :
- E-mail/ Telephone Support
- Response time: from 2 working days up to 30 minutes
- Repair time for defective units
- Advanced Replacement
- For normal repair
- During repair time
- Support personnel
- Engineer
- Hotline
- Remote troubleshooting
- Software Enhancement
- Backups
- System
- Firmware
Example of support work flow :
- Open ticket
- Analyze the problem
- Work out a path for solving it
- If applicable, implement a backup or alternative work-flow in order to maintain service running during the Vendor’s repair time
- Verify issue is solved, close the ticket
