Service Level Agreement
Response Times
We undertake to respond telephonically immediately to crisis calls, and respond to such service calls within 2-8 hours. However, as a SLA client your requests will be given priority in the ticketing queue.
Excellent Technical Backing from Technology Leaders
We are registered as Microsoft Partners, Mikrotik Certified Consultants. The costs and/or maintenance of these memberships show our commitment to providing the highest level of technical backing and market intelligence to you, our client.
Better Management of IT Resources
This refers to the long-term planning of your IT infrastructure. We will assist with and advise on strategic planning for your company’s growth, with current and future and/or planned technology trends in mind.
Updates and/or Service Packs
When updates or patches on software, hardware or firmware are detected, we will manage the process on servers and/or workstations.
Antivirus Updates
With internet and email being essential but potentially dangerous tools, anti-virus and relevant updates will be implemented and maintained accordingly. The importance of being protected is all too obvious. In addition, we will also provide early warning where possible on new threats as they are exposed. We will monitor the licensing of your anti-virus software and notify you when your license is due to expire. Licensed products are a requirement to ensure data and system protection. As a business, professional licensed products are highly recommended to ensure software remains current and ahead of developing threats in the market.
Disaster Recovery Plan
We can assist in setting up and documenting a disaster recovery plan, when requested, to ensure that in the event of a disaster your data is secure and recovery time is reduced to an absolute minimum. This does require that you implement the necessary precautions, procedures, hardware, and work force recommended by LeoNET at each agreed client location.
Server / Database / Workstation Maintenance
LeoNET will provide regular maintenance on Servers and Workstations. Clear up temporary files, and cached internet files. Operating systems are optimized to ensure performance and longevity. Hardware lifecycles vary; recommendations will be given for hardware/software upgrades when needed.