We take your service requirements serious. Below are pre-defined service levels, which can be customized if required to your needs.
Currently, the following SLA support options are available:
Silver
Ticket system only support
Monday – Friday, 8 a.m. – 6 p.m. (10x5)
Gold
Ticket system and phone support
Monday – Friday, 8 a.m. – 6 p.m. (10x5)
Platinum
Ticket system and phone support
Monday – Sunday, 24 hours (24x7)
Product specific SLAs and notes:
VMware SD-WAN managed by comdivision
- Hardware shipment / replacement:
Hardware can be shipped to a central location or to the final use definitions. if required onsite install service can be provided thru 3rd party. - Different service-levels per site:
The SLA can be defined per site. Only outgoing connections are covered by a specific site-based SLA. (i.e. a remote site is silver and both central sites are platinum. Then connections between sites are covered with platinum services.
