At ZA Technologies, we value building strong, reliable partnerships with our clients. Our Service Level Agreement (SLA) clearly outlines the services we provide, the standards we commit to, and how we support your business to keep things running smoothly.
What Is a Service Level Agreement?
An SLA is a clear agreement between you and ZA Technologies that defines the level of service you can expect. It covers details like response times, issue resolution, and availability to make sure everyone is on the same page.
Our Service Commitments
We understand how important your systems and technology are to your daily operations. That’s why we commit to:
- Responding to your requests and incidents promptly
- Resolving issues efficiently to minimize disruptions
- Keeping you informed throughout the process
- Monitoring services continuously to prevent problems before they happen
Support and Response Times
Our team is here when you need us. Depending on the priority of your request, we aim to respond and act within specific timeframes. For example:
- Critical issues: Response within 1 hour, 24/7 availability
- High priority: Response within 4 hours during business hours
- Normal requests: Response within 1 business day
We’ll work with you to make sure these timeframes meet your needs.
How We Work Together?
Your satisfaction matters, so we keep our communication open and honest. When you reach out with an issue or question, we provide clear updates and work until it’s resolved. We also review our performance regularly to improve and adapt to your changing needs.
Reporting and Reviews
To ensure transparency, we provide regular reports on system performance, support tickets, and any ongoing projects. We welcome feedback and schedule periodic reviews to discuss how the service is working for you and where we can do better.
Customizing the Agreement
While our SLA covers standard service levels, we understand every business is unique. If your needs change or you want to adjust certain terms, we’re happy to discuss updates and find a solution that works for you.
Contact Us!
If you have any questions about our SLA or need support, please reach out to our team anytime. We’re here to help you get the most out of your technology.