A Service Level Agreement guarantees the service level that the customer agreed with Combell.
Combell's SLA model is designed in such a way that you can easily choose the desired elements from the different packages and combine them. This way, you can create an SLA that fully meets your needs.
Two essential elements that form an SLA are the response and the recovery waiting times. Combell expresses the guaranteed response and recovery waiting times in minutes.
When an incident occurs, we guarantee you that we will take action within a set timeframe and that we will also come up with a solution within a set timeframe. We guarantee you that your environment will be up and running again within the agreed timeframe - in practice, that is generally a couple of minutes after the incident.
An SLA could actually be compared to an insurance policy. Let us take the world of automobiles as an example. A new car with a perfectly maintained and powerful engine will be more efficient than a small car that always breaks down by the roadside.
But, in case of a problem, both car drivers wait for the emergency services to arrive by the roadside. The car's assistance insurance can be compared to the SLA for the IT environment. Despite all the precautionary measures, some things can sometimes go wrong. Thanks to the SLA, you can be sure that our emergency services will help you within a set timeframe. In addition, we guarantee you that you will know how much time Combell needs to recover your environment.
Combell offers different SLAs, with different response and recovery waiting times. As a customer, you are free to choose and combine these different SLAs, even within a same technical platform.
Our highest form of guaranteed service is described in the SLA Pro. In addition to the fastest response and recovery waiting times, it also offers (among other things) patch management, which is planned according to the specifics of your environment. Moreover, the SLA Pro also gives you direct access to our senior dedicated support team. This team is composed of specialists who are familiar with your environment and who act as your only contact point. The staff of the senior dedicated support team can be contacted directly by phone or e-mail.
Combell considers the SLA as a separate, full-fledged contract with the customer, in addition to the original assignment. In the SLA, we explain all the procedures clearly and simply.
This way, you know exactly on which services you can count. In addition, Combell gives preference to realistic SLAs at realistic prices. What we offer is feasible and affordable. If Combell fails to provide the agreed services - e.g. because the set response and recovery waiting times are overrun - the SLA specifies that Combell owes you damages.