Service Level Agreements

Service Level Agreements (SLAs) are contracts designed for clients who need ongoing consulting and technical support services. In return for purchasing support hours in advance, the client receives a reduced hourly rate for technical support service. Because SLA clients utilize many different services each month, there is an immediate cost savings of paying a flat monthly fee.

In addition to reduced rate technical support, SLA clients receive the following added benefits:

• Preventative Maintenance & Notifications
  Golden Technologies will continually monitor your network to ensure that your business operations are running at peak efficiency and utilizing the full capacity of your network infrastructure. We can perform regular maintenance on your servers and backup systems. Additionally, we will send renewal notices to you regarding software updates and licensing agreement expirations.
  
• Dedicated Technician
  To help expedite problem resolution and identify potential areas of concern, a technician is assigned specifically to your account.  
• Comprehensive Documentation
  You have access to service tickets and project information through the Golden Technologies’ Help Desk website allowing you to know the status of any pending work requests.
• Service Priority
  SLA clients are guaranteed a one-hour response time for emergency situations and receive service priority for non-emergencies.
  
• Flexible Hours
  If during one month a company does not use all the prepaid service hours, it is able to carry the extras over into the next month.  

SLAs provide an organization with continuous technical support at a discounted price. Contact Golden Technologies to discuss how a service level agreement will benefit you.