Client SLAs

Troubleshooting, optimization and performance require short/long term support and DataDistinct and service level agreements offer an economic alternative to sustaining large in-house teams with specific expertise, only required on an occasional basis.

Customers have different needs so we offer a variety of agreements all of which can be tailor made to our customer’s requirements:

  1. Direct access to systems experts
  2. A clearly defined response time
  3. An SLA can be agreed as a Global agreement covering multiple sites with plant-specific agreements
  4. Local, single location or area specific SLA’s are all possible within ATS’s flexible agreement structure
  5. Global Help Desk support
  6. Telephone Support
  7. Guaranteed response times for both telephone support and on-site response

Coverage

The client is offered a choice of options, depending on the required level of service in hours per day and days per week.Cover in United States, United Kingdom and Europe

  1. 24/7: (24 hours per day / 7 days per week)
  2. 24/5: (24 hours per day / 5 days per week)
  3. 16/5: (16 hours per day / 5 days per week)
  4. 8/5: (8 hours per day / 5 days per week)
  5. or other combinations.

Response Time

The service is provided within the agreed response time. This service can be offered through telephone support, remote access having the appropriate DataDistinct expert, or a combination, depending on the situation assessment, example:

  1. 20 minutes: Remote assistance per telephone
  2. 20 minutes: Remote access support
  3. 2 hours – System log in support
  4. or other combinations

Language Support

The client can expect our support team to speak several languages:

  1. English

Technology & Solutions

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