Call : +267 3933779

Gaborone & Francistown Office

Gaborone Office Plot 168, Unit 4, Gaborone International Commerce Park -------------------------------------------------------------- Francistown Office Plot 488/490 Haskins Building, Blue Jacket Street --------------------------------------------------------------

Call: (+267) 393-3779

Make Free Consultation

Monday To Friday

08:00 AM - 5:00 PM Saturday, Sunday & Public Holidays: CLOSED

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OUR SERVICE LEVEL AGREEMENT

Introducing our new 4-tier Service Level Agreement (SLA) , crafted to enhance your experience with us by making service delivery more efficient, cost-effective, and hassle-free.

P 2,000/-

Per Month

Bronze Level SLA

Up to 5 workstation sets

(PC, monitor, mouse, keyboard, small printer, UPS) and mobile devices


More Info

P 3,500/-

Per Month

Silver Level SLA

Up to 10 workstation sets

(PC, monitor, mouse, keyboard, small printer, UPS) and mobile devices

 

More Info

P 5,000/-

Per Month

Gold Level SLA

Up to 25 workstation sets

(PC, monitor, mouse, keyboard, small printer, UPS), 1 Windows Server, and mobile devices

More Info

P 7,500/-

Per Month

Platinum Level SLA

Up to 25 workstation sets

(PC, monitor, mouse, keyboard, small printer, UPS), 3 Windows Servers, and mobile devices

More Info

Service Level Agreement on Printers

* SLA is available on Kyocera and Ricoh multifunction printers and HP managed printers.

Our SLA is designed to provide you with peace of mind, ensuring that your printing, copying, scanning, and faxing needs are met with the highest standards of reliability and efficiency. By choosing us as your supplier of choice, you gain access to the below listed support options tailored to keep your multifunction printers operating at peak performance.

Call Now

+267 3933779

SLA options on TonerLabourTravellingDrum/ Master UnitPartsGuaranteed response and resolution time

 

For more information, please contact us directly or visit our offices.

Benefits of our SLA

Benefits of our SLA

Comprehensive Support: Covers essential to advanced IT services, addressing diverse operational needs.

Flexibility: Customizable solutions to fit specific requirements.

Risk Reduction: Proactive measures in higher tiers minimize operational risks.

Clear Expectations: Defined service levels manage client expectations and enhance transparency.

Note:

Call-Out Fees: P300 within a 50 km radius. Beyond this, P4.90 per kilometre will be charged.

Labour Charges: P450 per hour for standard services, P900 per hour for specialized services.

 

Hardware and Software Details

Hardware: IBM-compatible PCs, servers, Apple computers, and mobile devices.

Software: Microsoft and Apple products.

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Why You Should Choose Our Bronze Level SLA

Up to 5 workstation sets (PC, monitor, mouse, keyboard, small printer, UPS) and mobile devices

Quality of Work
Customer Support
Data Security

Offers a fundamental IT support package ideal for smaller operations or those with minimal IT needs. It includes essential services for hardware and software management and basic support, focusing on cost-effective solutions.

  • Maintain and manage hardware inventory for basic IT infrastructure.
  • Ensure software license compliance.
  • Provide on-site support for essential hardware issues.
  • Offer basic user training and remote support.
  • Maintain documentation for efficient issue resolution.
  • One on-site visit per month
  • One remote support session per workstation per month
  • Hardware Inventory and Management
  • Software License Management
  • On-Site Support: Basic hardware issues
  • User Training and Support
  • Remote Support for End Users
  • Documentation and Knowledge Base

Why You Should Choose Our Silver Level SLA

Up to 10 workstation sets (PC, monitor, mouse, keyboard, small printer, UPS) and mobile devices

Quality of Work
Affordable Cost
Customer Support

The Silver Level SLA covers essential IT services and basic support tasks required for daily operations. It ensures effective management of hardware and software, user support and training, and prompt resolution of basic IT issues.

  • Maintain and manage hardware inventory.
  • Ensure compliance with software license requirements.
  • Provide on-site support for basic hardware issues.
  • Offer remote support for software-related problems.
  • Perform basic virus checking and removal.
  • Maintain documentation and a knowledge base for efficient issue resolution.
  • One on-site visit per workstation per month
  • Two remote support sessions per workstation per month
  • Hardware Inventory and Management
  • Software License Management
  • On-Site Support: Basic hardware fixes (network cables, points)
  • User Training and Support
  • Remote Support for End Users
  • Documentation and Knowledge Base
  • Basic Virus Checking and Removal

Why You Should Choose Our Gold Level SLA

Up to 25 workstation sets (PC, monitor, mouse, keyboard, small printer, UPS), 1 Windows Server, and mobile devices.

Quality of Work
Affordable Cost
Customer Support
Data Security

The Gold Level SLA enhances the Bronze Level services with additional proactive measures for performance, and infrastructure management, ensuring stability and efficiency.

  • Optimize system performance.
  • Develop and implement disaster recovery plans.
  • Basic Virus & Spam protection.
  • Monitor and maintain network stability.
  • Manage servers and databases effectively.
  • One on-site visit per workstation per month
  • Two remote support sessions per workstation per month
  • Three on-site visits for the server per month
  • Unlimited remote support for the server
  • Hardware Inventory and Management
  • Software License Management
  • On-Site Support: Basic hardware issues
  • User Training and Support
  • Remote Support for End Users
  • Documentation and Knowledge Base
  • Performance
  • Training on features relating to personal data protection
  • Basic Virus Checking and Removal
  • Optimization
  • Disaster Recovery Planning
  • Network Monitoring and Maintenance
  • Server and Database Management

Why You Should Choose Our Platinum Level SLA

Up to 25 workstation sets (PC, monitor, mouse, keyboard, small printer, UPS), 3 Windows Servers, and mobile devices

Quality of Work
Customer Support
Data Security
Performance Monitoring

The Platinum Level SLA provides the most comprehensive IT support, including advanced management for cloud services, mobile devices, and regulatory compliance, suitable for scalable and complex IT environments.

  • Optimize cloud services.
  • Utilize RMM tools for proactive management.
  • Implement MDM solutions for mobile security.
  • Manage virtualization environments.
  • Ensure compliance with regulatory standards.
  • Manage email and communication systems.
  • Perform patch management for security.
  • Two on-site visits per workstation per month
  • Five remote support sessions per workstation per month
  • Unlimited on-site and remote support for servers
  • Hardware Inventory and Management
  • Software License Management
  • On-Site Support: Basic hardware issues
  • User Training and Support
  • Remote Support for End Users
  • Documentation and Knowledge Base
  • Basic Virus Checking and Removal
  • Remote Monitoring and Management (RMM)
  • Mobile Device Management (MDM)
  • Virtualization Management
  • Compliance and Regulatory Support
  • Email and Communication Systems Management
  • Patch Management