Service Level Agreement

ERGOS Technology is taking an unprecedented approach to provide its clients with customer oriented Service Level Agreements (SLA) that address many of the IT issues facing companies today. We call it Flat-Fee Worry-Free IT™. It is based on producing results - not watching the clock.

This unique approach far exceeds our competition and takes our previous Preventative Maintenance plans to the next level.

ERGOS’ Flat-Fee Worry-Free IT™ is for you if:

• You feel computer uptime is crucial to the success of your organization
• You want a more reliable computer system
• You want to easily budget your IT expenditures
• You want an IT partner that has the efficiency of your network as its priority
• You want an IT partner that provides you with meaningful monthly and quarterly management reports
• You want an IT partner that rewards you for your loyalty and trust
• You want an IT partner that can help Power Your Business™!

ERGOS’ SLA addresses all of these points, and goes a step beyond all previous SLAs. Traditionally IT companies are focused on the time spent performing work for their clients. For some IT service companies, it is rewarding to perform work slowly, and this is detrimental to you and to those of us that perform our work efficiently. ERGOS’ SLA forms the backbone of its partnership with you, our Client. It is provided to match your service requirements and budget, clearly defining the work that will be performed under the SLA at a flat fee to you. It is an incredibly simple concept. The SLA is not based on the number of hours worked each month.

Rather, there are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA. If ERGOS’ consultants encounter technical issues or you have more problems in a certain month (problems that are covered under your SLA), there is no additional cost to you. ERGOS’ SLA is therefore, a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak. This is an exciting concept from ERGOS that is revolutionizing IT for small to medium sized businesses. It is about providing the efficiency and savings you deserve.

The ERGOS Guarantee

ERGOS is so confident of being able to deliver on the services offered that we offer a refund if certain aspects of the SLA are not delivered.

There are 5 key measurable items that this refund is offered on:

• ERGOS does not respond to your phone call or email according to our guaranteed response times.
• ERGOS does not escalate to the next Tier of support within our guaranteed response times.
• Electronic Monthly Management Reports that are not delivered +/-5 working days from the end of each month.
• For ERGOS’ Ultimate Support Clients, Quarterly Business Reviews will be performed with the client +/-14 working days from the end of each quarter.
• Critical MS Security Updates on the server are installed within 30 days of release, unless previously excluded by ERGOS or the client.

If ERGOS fails to meet these key measurable items in a given month within our guaranteed response times according to your SLA, ERGOS will refund 5% of the monthly fee for each proven incident, up to a maximum of 10%.

For a free consultation or more information, please contact ERGOS at 713.621.9220 and ask to speak to a sales consultant.