SERVICE LEVEL AGREEMENT
Knowing that someone is working on solving your issue is one thing. Knowing when they are working on it is even more important to our customers. We spoke to our customers, and asked what they struggled with the most when request support and found that the biggest issue was the lack of knowledge to the level of attention the support request was given.
Imagine delegating and fixing problems at work, while having support issues with your printer in mind as well. We are sure you have been in that situation before. It vital for both peace of mind and functioning business to have issues fixed as fast as possible. When requesting support, the response time is more often than not the same without taking into account the level of attention the issue needs. In addition, the business process for customers becomes longer than expected when not having a service level agreement.
Nevertheless, too often, it's difficult to get the right level of attention to the support request. There are several reasons for that, one of which includes the priority systems not being in place. This is why we decided to create the Best of Breed Support , with Service Level Agreements in place.
Our Best of Breed Support have 3 different Service Level Agreements to chose from: