Service Level Agreement.

Knowing the level of service required for your IT asset inventory and having a service partner that can meet those requirements is critical. Good Hope Technology offers the benefits of a truly customizable service plan which ensures that your equipment service requirements are completed on your time schedule.

We offer standard Service Level Agreements as well as a customized approach for your more mission-critical equipment.

Choose from any of the following or contact us to build a solution that’s just right for you:

9x5, Next Business Day Response
● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 4 hours of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● If part is diagnosed, it is shipped for next business day arrival, and a technician is dispatched to meet that part after it arrives.
● If part is not diagnosed, a technician will be assigned for next business day arrival. When the technician arrives onsite, they will troubleshoot failure to part diagnosis, and order it for the following business day.
● Shipping cut off time is 5 pm Eastern Time. Any part request made after 5 pm Eastern Time will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted is between the hours of 8 AM and 5 PM at the service location. Any call opened outside of this window is subject to a $50 after hours fee. Any call with a technician on-site after these times is subject to a $125/hr after hours charge.

 

13x5, Next Business Day Response

● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 4 hours of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● If part is diagnosed, it is shipped for next business day arrival, and a technicianis dispatched to meet that part after it arrives.
● If part is not diagnosed, a technician will be assigned for next business day arrival. When the technician arrives onsite, he will troubleshoot failure to part diagnosis, and order it for the following business day.
● Shipping cut off time is 5 pm Eastern Time. Any part request made after 5 pm Eastern Time will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted between the hours of 7 AM and 8 PM Eastern time. Any call opened outside of this window is subject to a $50 after hours fee. Any call with a technician on-site after these times is subject to a $125/hr after hours charge.

 

9 x 5, 4 Hour Response
● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 1 hour of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● If part is diagnosed, it is shipped for next business day arrival, and a technician is dispatched to meet that part after it arrives. No technician will be dispatched same day if the part has already been diagnosed.
● If part is not diagnosed, a technician will be assigned for arrival within 4 hours of call opening. When the technician arrives onsite, he will troubleshoot failure to part diagnosis, and order it for the following business day.
● Shipping cut off time is 5 pm Eastern Time. Any part request made after 5 pm Eastern Time will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted between the hours of 9 AM and 6 PM Eastern Time. Any call opened outside of this window is subject to a $50 after hours fee. Any call with a technician on-site after these times is subject to a $125/hr after hours charge.

 

13 x 5, 4 Hour Response
● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 1 hour of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● If part is diagnosed, it is shipped for next business day arrival, and a technician is dispatched to meet that part after it arrives. No technician will be dispatched same day if the part has already been diagnosed.
● If part is not diagnosed, a technician will be assigned for arrival within 4 hours of call opening. When the technician arrives onsite, they will troubleshoot failure to part diagnosis, and order it for the following business day.
● Shipping cut off time is 5 pm Eastern. Any part request made after 5 pm Eastern will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted between the hours of 7 AM and 8 PM Eastern Time. Any call opened outside of this window is subject to a $50 after hours fee. Any call with a technician on-site after these times is subject to a $125/hr after hours charge.

 

24x7, 4 Hour Response
● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 1 hour of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● If part is diagnosed, it is shipped for next business day arrival, and a technician is dispatched to meet that part after it arrives. No technician will be dispatched same day if the part has already been diagnosed.
● If part is not diagnosed, a technician will be assigned for arrival within 4 hours of call opening. When the technician arrives onsite, they will troubleshoot failure to part diagnosis, and order it for the following business day.
● Shipping cut off time is 5 pm Eastern Time. Any part request made after 5 pm Eastern Time will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted at all hours of the day or night.

 

24 x 7 x 4 Hour Fix
● Call is opened within 15 minutes of receipt.
● Customer is called to troubleshoot within 1 hour of call placement.
● If Customer is not available, call goes on client hold, and SLA is not measured.
● Technician is sent on-site within 4 hours of call placement to troubleshoot the failure and install any parts necessary to affect the repair.
● All parts for these contracts will be stored on-site.
● Shipping cut off time is 5 pm Eastern Time. Any part request made after 5 pm Eastern Time will be ordered the next day and delivered for the following day arrival.
● Calls will be accepted at all hours of the day or night.