SLA

Our standard support contract gives the customer a guaranteed time period to receive a response for his/her support request. The standard on-site response is offered within four hours, although for critical devices, this can be much faster. Through the use of remote access, most responses and resolutions occur within a matter of minutes. By using remote access and online monitoring, we are immediately informed when any problem occurs.

We can’t design the right solution if we don’t understand what you want to be able to do. Making sure that we deliver what you actually need is part of the Avalon difference. Even in the sectors where we already have lots of clients and experience, there’ll always be something specific to your business, so we start every engagement by finding out what makes you tick. We’ll talk to as many people in your business as you’ll allow, to find out what they do now – and what they’d like to be able to do. We’ll also make contact with your other suppliers, especially for your key line-of-business applications, not only to work out what’s involved in hosting and supporting those applications, but also to start building the relationship with the vendor. We’ll survey your existing network and systems thoroughly so that we can plan properly and to make sure we’ve not missed any of the software your people need to do their jobs. This survey also lets us value your existing kit if we’re taking it on as part of the transition.

We also provide a pay-as-you-go support option that means you don’t have to worry about binding long-term contracts.