Service Level Agreements

Service Level Agreements

Our focus at Everything IT is to make sure that your systems continue to run smoothly no matter what service level demands, operational challenges or Cybersecurity risks your business may face.

After meeting with clients and discussing capacity planning and operations scheduling, our company is then able to provide clients with fully customised Service Level Agreements (SLAs), which are tailored to their unique needs.

Our SLAs combine our Managed Services for both Primary Consultancy and Secondary Support in Adherence to Information Security – ISO 27001:2022 and Cross Industry best practice Guidance in respect of Information Technology & Cybersecurity.

Our SLAs, depending on a client’s requirements, may include services such as:

  • ISO27001:2022 Information Security, Data Privacy & Cybersecurity Services. 
  • Remote IT Helpdesk Services 9:00am – 6:00pm to all users 
  • 24/7 Support Available on Request
  • Application/Software support
  • Desktop support and Problem Management
  • Backup & Disaster Recovery Services
  • WAN/LAN/WIFI -Internet & Telecommunication support
  • Hardware maintenance and support (servers, active network equipment).
  • Network Support and Server Administration
  • Management of Cloud Services
  • Security Incident Response Management
  • NOC Facility – monitoring and maintaining the overall network infrastructure, and its primary function is to ensure uninterrupted network service.
  • Strategic Procurement of ICT Software, Hardware & Services
  • Software licensing supply and management

Service Quality Management

Here at Everything IT, we understand the importance of feedback and customer satisfaction is important to us. We ensure the end user has the opportunity to provide direct feedback after every service contact.

Our skilled engineers are trained to deliver a responsive high-volume service within the agreed service level parameters.

We regularly submit ourselves to internal quality audits in relation to SLAs performance outputs. Quality issues are communicated and addressed as part of regular internal review, as a way to seek out opportunities for continuous improvement and development.