SLA AMODIT
A new car without comprehensive insurance? That’s a risk! The same applies to software — a warranty alone is sometimes not enough. Check out what you gain with a full SLA from AMODIT and stay safe!
What is an SLA?
An SLA (Service Level Agreement) is an additional set of service conditions that cover both any extra work on the system and customer support in handling errors caused by the improper functioning of the application, system, or sometimes even the client’s server, not resulting from system-related issues. The SLA also defines the response time, which is the time required to resolve errors assigned to a particular category of requests.
What is the difference between a warranty and an SLA?
A warranty is an inherent part of the paid maintenance package that covers the proper functioning of the system as an application. However, it should not be equated with an SLA. The warranty only covers system errors, whereas errors related to processes within the AMODIT environment that do not stem from system issues are not covered by the warranty. In other words, SLA comes into effect where the warranty ends.
Benefits of an SLA
Guaranteed pricing
The prices set within an SLA agreement are significantly more attractive than those associated with one-time requests. This allows for better company budget planning.
Guaranteed response and resolution times
An SLA agreement ensures specific response and resolution times for requests. This eliminates uncertainty related to the time needed to fix issues.
Priority service
Customers with an SLA agreement receive priority in request handling, meaning their requests are treated with the highest priority and addressed first.
Dedicated consultant
As part of the SLA agreement, the client is assigned a dedicated consultant who participates in an initial kickoff meeting to discuss the terms of collaboration. The consultant becomes familiar with the client’s environment during the onboarding process, which enables faster resolution of requests.
Technical support and consultations
The dedicated consultant provides technical support and consultations regarding system usage. This ensures that the client receives ongoing advice and assistance in optimizing the system’s performance, enhancing work efficiency, and improving user satisfaction.
Minor development work
Within the SLA agreement, you can choose whether to use it solely for reporting issues or also for minor development work. Our service department handles such tasks under the agreement, so if, for example, approval workflows, dictionaries, or other small elements need to be changed, we can implement these changes without additional charges.
What are the risks of not having an SLA?
If a client does not have an SLA and wants issues that are not covered by the warranty to be resolved, the AMODIT team will, of course, undertake the task. However, not having an SLA comes with several significant risks. First and foremost, there is no guaranteed resolution time, and the repair of issues depends on the volume of service requests from other clients who do have an SLA. Additionally, the client must accept fees that are significantly higher than those stipulated in an SLA agreement.
Repairs may also take longer because the necessary access to the system must be obtained. The consultant will also need to understand the system, processes, and environment in which the issue occurred. All of this extends the time required to identify and fix errors.
Schedule a free consultation
with one of our specialists. Your account manager will present you with the options for establishing an SLA agreement within your company.
What areas can you improve
IN YOUR COMPANY?
Financial
area
Automate financial processes and avoid errors resulting from manual task execution.
HR
area
Store all employee data in one place through the automation of HR processes.
Legal
area
Optimize the work of the legal department – organize contracts and amendments in one system and provide your team with convenient access to information.
Administrative
area
Minimize delays, errors, or document losses through the automation of administrative processes.
IT
area
Streamline the work of the IT department by easily monitoring projects at every stage.