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Elnatan Services


Our clients can expect only the highest standard of service delivery. The majority of our clients prefer to sign a Service Level Agreement (SLA) with us.  To date we have averaged 90% on our SLA achievement.
Apart from clients with SLAs in place, we also provide services to clients who have decided not to enter into an agreement with us. It should be noted, however, that clients with a SLA in place have access to more benefits. These benefits include improved SLA hours and applications designed specifically to meet his or her requirements. 
We make use of a state-of-the-art PSA system to help us manage service requests more effectively.  This in turn increases the quality of our services and improves our Total Quality Management (TQM).
Our business structure has been designed to maintain only the highest levels of service delivery.

  

 

 

 

 

 

 

Service Level Agreement Terms

 

Our SLA terms are determined by ITIL standards. We calculate our response time by assessing the Level of Severity and the Business Impact of each service request, and determine the appropriate Priority.


Levels of Severity


 

Business Impact


 

Determining the Priority


 

SLA per Priority