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Service Level Agreement

Our service level agreement (SLA) defines how quickly we respond, work on and resolve your IT issues.

Service Level Agreement

SLA stands for “Service Level Agreement” which is our contractual agreement when companies start using Qloud IT as their IT Support partner. It is our promise to you to deal with the issues within the given time frame. It is an industry-standard that enables us to both manage expectations and to also give a reasonable time scale for our customers.

At Qloud IT we have one SLA which we give to all our customers so that we have a fair support and ticketing process.

Hours of service

The SLA is determined by the hours covered and the priority of the issue for every ticket that is raised.

  • Our standard cover runs from 7:30 am to 7:00 pm, Monday to Friday, excluding public holidays
  • Our monitoring service runs 24×7 and any high impact issues are dealt with accordingly by our out-of-hours incident team
  • We have added on-call hours for emergencies covering early/late weekdays and weekends

Our SLAs and response times

Priority 1 – Critical

A central problem where more than one user is prevented from working, for example, email is not working across the company. We’ll start working on it within 10 minutes (30 minutes outside of office hours) and if required an engineer will be dispatched instantly (2 hours outside of office hours).

Priority 2 – Standard

A technical business IT support query relating to malfunction, for example, one person is unable to print. We’ll start working on it within 30 minutes and if required an engineer will be dispatched within 3 hours (4 hours out of office hours)

Priority 3 – Enhancement

A request for user guidance or administrative notifications, for example changing someone’s access permissions. We’ll start working on it within 1 hour and if required and engineer will be dispatched within 4 hours.

Priority 4 – New Request

For example, a new user setup or email account is created. We’ll start working on it within 4 hours and if required an engineer will be dispatched within 2 days.

FAQ

Frequently asked questions about prices

Are free Anti-Virus software any good?

First and foremost, you never want to go without security protection on your computer. Free Anti-Virus has very low detection rates. Give us a call and we will be happy to inform you of the latest security software we recommend and sell to all our clients for Spyware, Malware and Virus protection.

What exactly are Managed IT Services?

Simply put, NanoSoft Managed IT Services means we take care of your entire information technology requirement. We manage all your hardware and software sourcing, installation, technical support, and IT staffing needs. It also means NanoSoft acts as your go-to consultancy and support team, providing scheduled maintenance and upgrading of your systems, along with emergency assistance to keep your business up and running.

What is cloud backup?

Cloud backup also known as Online Backup is the process where your onsite backups are transferred to an offsite server every night. The server is located in a secure data centre in Perth. Cloud Backup replaces the need for someone to take a backup home each night. It is more secure, reliable and easier to manage and monitor.

What kind of response times can I expect?

We work with each client to establish specific expectations. Our measurable service levels specify clear consequences for not living up to agreed-upon expectations.

How Long is a Managed Services Contract For?

Managed IT Services Contracts vary by provider. Some providers offer month-to-month programs, while others require a multi-year contract. Some have a very high startup cost and lower monthly, while others require a multi-year contract. Some have a very high startup cost and lower monthly, while others offer a middle of the road monthly cost and spread the cost of startup over the term of the agreement.

What should I do before I call for help?

When possible, write down any information about error messages and take screen shots your issue. Next, attempt to recreate the issue. Often times, it helps to close the program and restart the computer to reset the system, and possibly resolve the problem.

What does having Managed IT Services cost?

Our service model uses a fixed monthly fee, which is based on the size and complexity of your particular network. Once contracted, your Managed IT Services will cover maintenance and support for every component of your network, providing you with peace of mind and the ability to accurately forecast your IT maintenance costs.

What if we already have an internal IT department?

No problem! We offer scalable solutions that can be tailored to meet your specific needs. Whether you need a full package of managed IT services and consulting, security solutions or service desk support, NanoSoft makes it simple with an affordable and customized flat rate service plan.

How does a flat rate billing save me money?

Flat-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customize each service package for your unique business, so you only pay for what you need. NanoSoft serves as your “one stop shop” for all your managed IT services needs. And we do it all for one fixed monthly cost – We Don’t Profit from your Pain!

What types of systems do you support?

We pride ourselves on being “ecosystem agnostic”: whether you use Google Apps or Office365, Windows or Mac, Android or iOS, we will support your team. Need to install a server onsite or host one virtually on Amazon or Azure? We will support you. Need to transition from one ecosystem to another? We’ll be there for you.