Maintenance Level Agreement - MLA

Designed for customers who wish to have hardware maintenance and standby options in addition to guaranteed service response times when hardware components fail.

Key Benefits

The Maintenance Level Agreement (MLA) may be considered as a fixed cost agreement and allows for financial planning and control over maintenance costs. ABNET would take responsibility for account management and predictive or preventative maintenance. The MLA also enables ABNET to ensure the best possible spare parts product support for machines under contract enabling forward planning and effective logistics control.

The standard MLA covers all PARTS and LABOUR for specified "Office Hours", which may be extended to 24 hours, 7 days a week. Standard Office Hours are Monday to Friday, 08:00am to 05:00pm. If calls are placed outside the contract hours the parts are still covered by the contract base agreement, but the labour and travel become billable items.

The service can be tailored to specific customer requirements or needs, i.e. you as the customer would normally specify the period and times of maintenance cover required. MLA allows for the repair and maintenance of the equipment specified in the supplement and also allows for automatic machine level tracking, by ABNET, to ensure that the equipment is kept up to date with the latest engineering changes, thus ensuring reliability, product support and serviceability. All engineering changes are also supplied and fitted under the terms of the MLA.

ABNET's hardware services include support for a wide variety of equipment, offering the ABNET Customer the advantages of dealing with a single service provider.

Service Level Agreement - SLA

Designed for customers who see the need to outsource time critical components of their network infrastructure allowing for onsite technical staff during and after standard offices hours.

Key Benefits

The Service Level Agreement (SLA) may be considered a fixed cost agreement and allows for financial planning and control over your support costs.

You as the customer may be very well positioned internally to take care of your systems and product support, but you could always do with some assistance and further improve your systems utilization and the reliability of your PC's and LAN.

ABNET has invested heavily in developing the skills of it's support staff and has put together an infrastructure by which you can benefit from ABNET's vast partners pool of skills.

With this in line, ABNET is committing to a Service Level Agreement and your support calls will be responded to promptly, according to the level of severity you assign to these calls.

SLA Features

• Single point of contact at ABNET

Advice and guidance on the use and operation in answer to specific questions pertaining to the following tasks: -

• Installation / Migration

• Design / Customization

• Product Tuning / Performance

• How to operate the product

• Backup and Recovery procedures

• System Management

• Product compatibility, functionality and interoperability

• Periodic calls advising you of progress

• Details on how to obtain a fix to a problem if no one is available

• Monthly activity reports

• The ability to contact a product expert directly

When you sign an SLA with ABNET you benefit from the expertise that guarantees you get optimum use of your network, ensuring minimal downtime and maximum user satisfaction. Ultimately, you can free up your own precious in-house IT skills and address those projects that can take your business ahead of your competition and prepare for further growth.