SLA and NOCC
On-going IT Technical Support Service Level Agreement (SLA) for Monitored Sites
LEVEL 1 REQUESTS
The A&T Systems customer care team will respond within 15 minutes to any hardware, networking, and wireless issues received either via: 1) A&T System’s proactive monitoring tools or 2) email or phone 24x7x365. A phone call will be made immediately to provide telephone support followed by an email outlining the incident and resolution. If A&T cannot address or resolve the issue over the phone or via A&T Systems remote tools, then an engineer will be promptly dispatched during normal business hours. We will generate an incident report to track the issue and will present it to the customer once we resolve the issue. Regular updates will be sent to the POC during the course of corrective action.
LEVEL 2 REQUESTS
Level 2 requests are normally “Change Requests” or “Proactive/Preventive Actions” or general support requests. A&T Systems customer care team member will respond to any such request the same day within 4 hours. A phone call will be made to the requester to analyze the nature of support and if support can be provided over the phone or requires to dispatch an engineer. Phone support will be provided immediately. If an engineer has to be dispatched, then we will make an appointment and dispatch an engineer to attend to the issue. The support will also include any Office IT hardware upgrade, installation, configuration, and deployment of any network equipment, desktop, notebooks, tablet PC, printers, scanner, fax server, data storage device or uninterruptible power supply (UPS).
NETWORK OPERATIONS AND CALL CENTER (NOCC)
Our self-contained NOCC operates 24x7x365 monitoring your office network and computing environment to alert our engineers if something goes wrong with your network or devices. Our field engineers, based at the NOCC, can remotely correct most issues, but we dispatch them onsite to your location should a service call be warranted.
Our approach to providing best-in-class NOCC services is centered on ITIL-based service management principles. We focus on finding and resolving network issues before they impact our customers. Each technician is fully trained on eCW’s physical and logical configuration, software and firmware, customers, and vendors providing segments of the network. A&T acts as your single-point-of-contact for all IT issues regardless of whether they are hardware, network, ISP, or eCW application/datacenter issues.