Service level agreements

We’re confident in what we do, so to back that up we provide you with a guaranteed service level agreement (SLA).

Our SLA ensures that your access to the essensys Platform and network is guaranteed.

We offer rapid support for any critical incidents, various touchpoints to contact us, and the option for regular reviews and reporting to ensure we’re helping you meet your business objectives.

We have intelligent network automation built into the essensys Platform. This means that most issues are detected, diagnosed and resolved before they cause an incident. If anything does cause downtime in our platform or network, then we offer support to get the incident resolved as quickly and as smoothly as possible. We’re so confident that we’ll meet our uptime SLAs, that we offer you service credits if we don’t.

The essensys Platform comes with our business SLA as standard, offering a great level of reliability – with 99.9% guaranteed uptime, 24/7 incident support, and more.

Our enterprise SLA offers the highest level of service and support. It includes 24/7 incident support over the phone and live chat available 24/5. We’ll respond to any priority incidents within 15 minutes, and you’ll be allocated a dedicated Customer Success Manager to provide support and guidance. On top of this, you’ll receive ad-hoc incident reports, monthly updates and a quarterly business review to ensure we’re meeting your needs.