Choosing a Service Level Agreement for your Service Desk Needs
Lucidity IT provides a Service Desk support portal where our clients can log a ticket, check the status of their support requests, and review updates to their knowledge base—all from a single location. Our Service Desk is a popular and integral service for clients who value running their business efficiently, confidently, and proactively.
There are two options for this service. Our clients can choose to access support in an ad hoc manner or within a fixed price Service Level Agreement. The type of IT support services your organisation needs will depend upon your specific operational priorities.
The benefit of utilising a Service Level Agreement over an ad hoc approach is the assurance of clearly defined services provided within a fixed cost each month. Your Service Level Agreement design is based around your specific business priorities and provides your organisation with a fixed fee and a forecastable IT budget each month.
No more nasty bill surprises. Choosing an SLA means you mitigate financial unpredictability. Your operational IT is managed efficiently and in a proactive rather than a reactive manner with transparent processes and responsive systems. With an SLA, you and your team get on with your core business while we take care of your operational IT requirements.
Operational Managed SLA Services can include:
Operational Support
Server Maintenance
Security Patching
Network Security Services
Strategic Technology Business Alignment
Technology Continuous Improvement Recommendations
Server Monitoring
Desktop Monitoring
IT Asset Managment
Network Monitoring
Continuous Monitoring of Mission-Critical IT Systems
Detect and Resolve Issues
Preventative Maintenance
Maximising Uptime
All-inclusive remote support
Monthly Reporting
Dedicated Procurement Officer
Are you looking for even more benefits? Let's discuss the fixed costs, defined procedures, and future planning benefits of an SLA with Lucidity IT.
Fixed Cost: Unplanned ad-hoc costs can often end up depleting preplanned project budgets. With a fixed investment per month to suit the size and needs of your business, your business can forecast its annual IT operational budget without impacting your project budget.
Defined Procedures: We value transparency, accountability, and realistic expectations, just like you. Your SLA procedures are defined together as a written agreement. Our IT support service is process driven to ensure the appropriate handling of requests and incidents with a clear support escalation matrix that outlines response times and priorities for all support requests. If there is a question or concern, your SLA is the point of reference.
Future Planning: Several different costing models are available for SLA contracts; however, for most businesses, pay-per-month per user is the most convenient model. This model allows for cost forecasts per FTE (full-time employee), and the total cost of operational support as your organisation scales its HR component.
A Service Level Agreement provides your organisation with tailored-to-suit services to save you time, money, and enable you to know exactly what your monthly spend will be. Is it time to discuss an SLA for your business? Get in touch with our team today!
Thanks for reading,
The Lucidity IT Team.
Company Bio
Lucidity IT specialise in Cloud Solutions delivering market-leading virtualisation and cloud infrastructure solutions that are reliable, scalable and secure. From multi-cloud strategy to traditional IT infrastructure solutions, Lucidity IT will help you prioritise and plan your IT projects to ensure you are utilising the maximum benefit of your IT investments. Get in touch today!
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