Service level agreements
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We can offer SLAs with the following features:

· 4 hours for system/network critical states (ie server down)

· 8 hours for non-critical states (error messages/symptoms but can still work)

· Response is by the quickest means possible - ie phone - remote access - on site (in that order)

· Response is an active response

· You will speak to someone who knows what they are talking about