Service SLA (Service Level Agreement)
Regularly provided services
SLA services are a contractually agreed professional ERP support framework that ensures guaranteed response times, priority handling of requests, and continuous care provided by a consultant who is familiar with your environment.
Service SLA (Service Level Agreement)
Regularly provided services
SLA services are a contractually agreed professional ERP support framework that ensures guaranteed response times, priority handling of requests, and continuous care provided by a consultant who is familiar with your environment.
SLA Support Services for Asseco Helios Inuvio
Every ERP system, no matter how stable or modern, requires regular maintenance and professional support. Even technology is not perfect, and occasionally situations may arise that require expert intervention.
Service Level Agreement (SLA) is a contractually agreed framework of support that ensures access to an expert, agreed response times, and continuous care of your ERP system. SLA ensures the consultant knows your environment, responds promptly to requests, and provides support with predictable costs.
SLA is a partnership-based model of cooperation, giving you confidence that your system will be professionally and continuously supported.
How support works without SLA?
Support without SLA is provided based on the current availability of consultants. Requests are handled individually, without guaranteed response times and without dedicated capacity. The consultant may not know the specifics of your ERP system or your internal processes.
How support works with SLA?
With SLA support, you have an agreed scope of services and dedicated consultant time, who works with your ERP system on an ongoing basis. Thanks to knowledge of your environment, requests can be handled more efficiently, with priority, and potential problems can be prevented.
Comparison of support with and without SLA
| Area | Support without SLA | Support with SLA |
|---|---|---|
| Support availability | Based on current availability | Dedicated expert time |
| Response time | Not guaranteed | Agreed and guaranteed |
| Priority of resolution | Standard | Priority |
| Continuity of system knowledge | Not ensured | Consultant knows your ERP and processes |
| Approach to solutions | Reactive – problems are solved as they occur | Preventive and planned |
| Consultations and adjustments | Occasionally, as needed | Regularly within SLA |
| Cost | Higher hourly rate | Monthly fee, predictable costs |
Why we recommend SLA 4 hours per month
Four hours per month represent the minimum recommended scope that ensures continuity of care for your ERP system and creates a time reserve for unplanned situations. The consultant knows your environment and can respond with priority, reducing downtime and increasing system efficiency.
Recommendation from Asseco Solutions
We consider SLA 4 hours per month as the standard for responsible support of the Asseco Helios Inuvio ERP system. Support without SLA is possible, but without guaranteed response time and at a higher rate.
Do you want to be sure that your ERP system is supported by an expert who knows your processes and that every request will be handled quickly and within the agreed time? Click on “I’m interested” and secure maximum support so your system runs smoothly every day.
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