Services Overview

Service Level Agreements

At Pilario, we believe in the power of Service Level Agreements (SLA).
That’s why we offer SLAs as an integral part of our services.

Service Level Agreement

Service Level Agreement

At Pilario, our Service Level Agreements (SLAs) are formal commitments between us and our customers, ensuring clear service standards in areas like IT, cloud computing, and telecommunications. SLAs benefit both parties by aligning expectations, ensuring a healthy partnership.We suggest taking a look at our clear and fair SLA before making a decision about our services.

Typically, our SLAs encompass the following key elements:

  • The services that will be provided
  • The level of service that will be provided (e.g., uptime, response time, etc.)
  • The options that will be available if the service provider fails to meet the agreed-upon level of service
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    Benefits of Using Pilario’s SLA Service:

    • Peace of Mind

      Knowing that you have access to expert support when you need it can give you peace of mind and allow you to focus on your business.

    • Reduced Downtime

      You can minimize downtime and keep your business running smoothly.

    • Improved Productivity

      Your employees can be more productive because they know that they can get help quickly if they need it.

    SLA Breakdown

    4 Different Choices

      • Best Effort
        Service Level Agreement

        You can rely on us to take care of your demands quickly and effectively, keeping your operations running smoothly.

        • Technical Support Services (helpdesk, user management, how to,…)

        • Normal CET Business Hours

      • Silver
        Service Level Agreement

        This SLA level includes extended CET business hours for technical support services. With this plan, you gain the peace of mind that comes with knowing assistance is just a call away, even beyond regular hours.

        • Technical Support Services (helpdesk, user management, how to,…)

        • Extended CET Business Hours

      • Gold
        Service Level Agreement

        This SLA level includes high availability for the Pilario platform. Experience uninterrupted technical support services, enhancing your ability to meet your environmental and business goals without disruption.

        • Technical Support Services (helpdesk, user management, how to,…)

        • High Availability (Active/Active)

      • Platinum
        Service Level Agreement

        This level includes on-premises installation of the Pilario platform, giving you a customized, hands-on experience tailored to your specific needs. Trust us to be there every step of the way to ensure your success.

        • Technical Support Services (helpdesk, user management, how to,…)

        • On Premises

      Selecting the Ideal SLA for Your Needs

      The SLA level that is right for you will depend on your specific needs. If you have a small business with limited budget, then the Best Effort SLA level may be sufficient. If you have a larger business with more critical needs, then you may want to consider a higher SLA level, such as Gold or Platinum.

      Contact us today to learn more about our SLAs and to find the right SLA level for your business, today.

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