Having years of experience, great knowledge and great technical people is paramount to every single IT company. But for any business that relies heavily on their IT, having solid & reliable response times is equally if not even more important.
Here’s our promise to every business that partners with Pronet:
SLA Target Response
P1 - CRITICAL
Impact – Company-wide impact, unable to perform mission critical business operations, with no workaround available. Urgency – Immediate resolution required.
P2 – HIGH
Impact – Department-wide impact, unable to perform mission critical business operations, with no workaround available. Urgency – Immediate resolution required.
P3 – NORMAL
Impact – Interruptions to non-critical business tasks and a workaround is not available. Can potentially have an efficiency impact on the business. Urgency – Impact restricted to individuals or small group of users.
P4 – LOW
Impact – Interruptions to non-critical business tasks and a temporary workaround is available. Also includes non-critical changes requested by client. Urgency – No immediate impact on the system and/or the business.
P5 – MAINTENANCE
Impact – Any maintenance work which has no immediate implications on the system. Urgency – No immediate impact on the system.
* The above SLA table only applies to Pronet Managed Service clients
Identify key problems & critical improvements to your systems
Locate security loopholes & lock down vulnerabilities
Conducted by fully certified Microsoft Engineers
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