We’ve got you covered
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.
Ensuring you get everything you need, when you need it
A minimum of 99.9% uptime for the platform and network guaranteed
We provide a credit model for downtime Service credits for any platform or network downtime outside of the SLA
24/7 for incident support for any downtime or mission critical issues
You have the option to upgrade to our enterprise SLA 99.99% uptime, enhances support and dedicated Customer Success Manager
More on SLA
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.
|Business SLA||Enterprise SLA|
|Platform & site uptime||Guaranteed minimum uptime for the platform network||99.9%||99.99%|
|Live chat||In-platform live chat support for any downtime or mission critical issues||12/5||24/5|
|Incident support||In-platform live chat support for any downtime or mission critical issues||24/7||24/7|
|Incident response time||Fast response time for all priority incidents||30 mins||15 mins|
|Fast response time for all priority incidents||Over-the-phone support for priority incidents||-||24/7|
|Credit model for downtime||Service credits for downtime of the platform or site connectivity||10/5||24/7|
|Customer success manager||Dedicated success manager to provide customer support and guidance||-||Included|
|Quarterly business review||Quarterly reviews of SLAs and business objectives||-||Included|
|Incident reporting||Full summary report and root cause analysis for all incidents||-||Included|
|Monthly reporting||Monthly report on platform & network performance, support and incidents and open projects||-||Included|
Want to know more?
Find out how the essensys Platform can help you.