Pro Computer Consulting Toronto: Solutions for Small to Mid-size Businesses
Contact Us:  416-841-8720

Service Level Agreement

Purpose of the Service Level Agreement (SLA)
 

This SLA is an agreement between PRO Computer Consulting and Client, quantifying the minimum acceptable service to Client. PRO COMPUTER CONSULTING sees this SLA as indispensable to providing great service and a sound relationship between PRO COMPUTER CONSULTING and Client.

PRO COMPUTER CONSULTING Normal Service Hours:

• Normal business hours are 8:00 am to 6:00 pm Monday through Saturday.
• After-hours and emergency service is included, at no extra charge, for Clients with Annual Service Agreements.
• After-hours and emergency service is available at an hourly rate premium for Clients not on an Annual Service Agreement.
• PRO COMPUTER CONSULTING will provide Client with a holiday schedule in late December of each year for the following year.

PRO COMPUTER CONSULTING Service Responsibilities to Clients with Annual Service Agreements

Desktop PC Support

Including end user training, software updates and upgrades, hardware upgrades, new workstation installations and new peripheral equipment installations.

Server/LAN/WAN Support

Including administrator/internal guru training, software updates and upgrades, hardware upgrades, new peripheral equipment installations and e-mail and user/group account setup.

Dedicated Project Manager

Client will be assigned one main contact person at PRO Computer Consulting.

Priority Response Time for Emergencies

Emergency calls will be responded to within 60 minutes during normal business hours. After-hours emergencies will be responded to within 2 hours. For after- hours emergencies see contact information below.

Access to PRO COMPUTER CONSULTING's network of local IT partners and contractors

Client will have access to PRO COMPUTER CONSULTING's specialty contractors and vendors for project work.

Quarterly Planning Session

PRO Computer Consulting and Client will meet on a quarterly basis to determine schedule and project work for the coming quarter/year. The first hour of this quarterly meeting will be at no charge to the Client (a $200 value per year).

Annual IT Audit

PRO COMPUTER CONSULTING will provide Client with an Annual IT Audit assessment and report (a $300 value per year).

PRO COMPUTER CONSULTING Service Responsibilities to Clients not on an Annual Service Agreement

Desktop PC Support

Including end user training, software updates and upgrades, hardware upgrades, new workstation installations and new peripheral equipment installations.

Server/LAN/WAN Support

Including administrator/internal guru training, software updates and upgrades, hardware upgrades, new peripheral equipment installations and e-mail and user/group account setup.

PRO COMPUTER CONSULTING Scope of Services:

PRO COMPUTER CONSULTING is Clients' main point of contact for all systems on the network. If PRO COMPUTER CONSULTING is unable to remedy a problem, then PRO COMPUTER CONSULTING will work with the appropriate outside vendor until a resolution is reached. Client understands that additional expenses may be incurred when an outside vendor is brought in to solve a particular problem and agrees to reimburse PRO COMPUTER CONSULTING for any such expenses plus a 15% management fee.

Standards of Professional Conduct:

PRO COMPUTER CONSULTING agrees to treat Client and Client's employees with respect at all times, especially during times of business crises. In return, PRO COMPUTER CONSULTING expects the same treatment from Client and Client's employees for PRO COMPUTER CONSULTING's employees, contractors and vendors.

Peak Demand Periods:
  • • Client recognizes that PRO COMPUTER CONSULTING's employees and contractors are not full- time employees of Client and at no time should be treated as such.
  • • PRO COMPUTER CONSULTING will make its best efforts to respond to Client's needs within the time frame stated above.
  • • Client understands that there may be occasional times of peak demand when PRO COMPUTER CONSULTING is forced to have to make extremely difficult decisions and triage Client's needs according to the severity of business impact.
 
Loss of Service:

• Client recognizes that PRO COMPUTER CONSULTING makes every attempt to select the most reliable systems.
• Client understands that unless Client has an unlimited IT budget, it's impossible for PRO Computer Consulting to guarantee zero downtime.
• This SLA is based on PRO COMPUTER CONSULTING's best efforts, within Client's IT budget, to keep Client's system up and running efficiently and cost-effectively.

Contact Information for PRO COMPUTER CONSULTING Inc.

Project Manager: Oljeg Pajkic
E-mail Address: info@procc.ca
Phone Number: 416-841-8720
Pager/Mobile (for after-hours or emergency service only):

Contact Information for Client

Company Name: PRO Computer Consulting Inc
Main Contact: Oljeg Pajkic
Telephone Number: 416-841-8720
E-mail Address: info@procc.ca
Marketing Contact: Oljeg Pajkic
Telephone Number: 416-259-8000x200
E-mail address oljeg.pajkic@procc.ca
Architecture / Software development Contact: Rajna Pajkic
Telephone Number: 416-880-1921
E-mail Address: rajna@procc.ca
Graphics design Contact: Tea Pajkic
Telephone Number: 647-588-5579
E-Mail Address: Mail To