An unprecedented approach has been undertaken by SMS Computer Solutions to provide you with customer orientated Service Level Agreements that address many of the IT issues facing your company. This is an approach that focuses on tasks and outcomes for you – not the time taken to perform work. We call it Outcome Based Service Work (OBSW).

This is a unique offering as it offers much more than a standard maintenance agreement.

The key questions are:

• Is computer uptime crucial to the success of your organisation?
• Have you always wanted to have?
  • More reliable computer systems
  • Fully managed and monitored IT Equipment
  • Capped IT costs
  • An easy to calculate budget for IT expenditure
  • An organisation that has the efficiency of your network as its priority
  • A service organisation that contacts you and keeps you informed
  • A reward for loyalty

The SMS Computer Solutions SLA addresses all of these areas, and goes a step beyond all previous SLAs, with the establishment of our tailored Platinum, Gold, Silver and Bronze Service Level Agreements.

Traditionally IT companies are focussed on the time spent performing work for their clients. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that perform work efficiently.

The SMS Computer Solutions SLA forms the backbone of the relationship between SMS Computer Solutions and you, the Client. It is provided to you on 4 different levels to match your service requirements and budget, each level clearly defining the work that will be performed under the SLA at no charge to you.

It is an incredibly simple concept. The SLA is not based on the number of hours work allowed each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA.

If SMS Computer Solutions engineers perform their work slowly or you have more problems in a certain month (problems that are covered under your SLA level), there is no additional cost to you.

The SMS Computer Solutions SLA is therefore, a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak.

This is an exciting concept offering from SMS Computer Solutions that is revolutionising the IT support world. It is about providing the efficiency and savings you deserve.

SMS Computer Solutions is so confident of being able to deliver on the services offered that we offer a penalty percentage refund if certain aspects of the SLA are not delivered on.

There are 5 key measurable items that this refund is offered on:

• Maximum phone / e-mail response times for new critical issues;
• Maximum on-site time for new critical issues (when required at the discretion of SMS Computer Solutions);
• Preventative Network Maintenance schedule (+/- 5 working days of the monthly/bi-monthly/quarterly/half-yearly anniversary of the SLA);
• Critical MS Security Updates on the server;
• Consultancy Discussion.

If any of the key measurable items is not delivered in a given month within the timeframe of the schedule guaranteed according to your SLA, SMS Computer Solutions will refund 5% of the monthly fee for each proven incident.

The 4 SLAs have differing response times. The response times are summarised below.

Support Level:	Platinum	Gold	Silver	Bronze	Nickel *No SLA*
Maximum Phone / e-mail response time for L1 issues	1 hour	2 hours	4 hours	6 hours	1 business day
1 business day	2 hours	4 hours	8 hours	12 hours	2 business days
Maximum on-site time for L1 issues	2 hours	4 hours	6 hours	8 hours	1 business day
Maximum on-site time for L2 issues	1 business day	2 business days	3 business days	4 business days	5 business days