SERVICE-LEVEL AGREEMENT (SLA)

A Service Level Agreement (SLA) in IT is a formal contract between Genesis Tech, the service provider, and the end user, which outlines the expected level of service.

SLAs are focused on the output, defining what the customer will receive rather than how the service is provided.

Below are the key features of Genesis Tech's Service Level Agreement support:

1. **24/7 Telephone Support:** Access to round-the-clock support via telephone.
2. **24/7 On-Site Support:** Immediate on-site support available 24/7.
3. **Engineer to Site Within 2 Hours:** Rapid response time with an engineer dispatched to the site within 2 hours.
4. **Online Technical Support & Knowledge Base Access:** Access to online technical support resources and knowledge base.
5. **Dedicated Service Manager:** Assigned service manager for personalized support and coordination.
6. **Quarterly Service Review Meetings:** Regular meetings to review service performance and address any concerns.
7. **Full Monthly and Quarterly SLA Reporting:** Comprehensive reporting on service level achievements, both monthly and quarterly.
8. **Support for Both In and Out of Warranty Equipment:** Assistance provided for equipment, whether within or outside of warranty coverage.

Genesis Tech is committed to delivering high-quality service and ensuring customer satisfaction through its comprehensive SLA support features.