Service Level Agreements

At Midland Telecom we offer a standard SLA as set out below.

However we are accutely aware that all clients have different requirements and we ensure we have the skillsets and man power to be able to offer bespoke SLA's depending on the clients requirements.  If a client needs a 2 hour response and 4 hour fix for example, we would ensure that we have sufficent resilience built into their solution and even spare parts and cards at the clients site ready to Hot Swap the cards if necessary.

We offer a full resilience consultation to all our clients which will include Multi flavour lines, so if the main lines are ISDN30, we may deploy SIP trunks as back up, these SIP trunks could also be used ongoing, but would be there more as a supporting resilient function.  We would always recomend a UPS Uniterupted Power Supply to our clients, ensuring that in the event of a power failure the system stays up, this also protects the system from damage from electricity power spykes which are well known to blow the MainBoard.

In Multi Site solutions we would design a numbering and Auto Routing programme that would ensure that if a sites lines fail, or even the phone system, they could retain some functionality and stay on line!

Our standard SLA or Service Level Agreement includes

• Full Parts and Labour Warranty swap out both on site and remote
• 4 Hour Response for system failures
• 8 hour response for small issues
• 16 hour response for small reporgrammin requests
• ( although most clinets enjoy responses well within the guaranteed paramaters)