SLA Response
What is it?
SLA response is our guarantee to deliver a response to you and your staff when they reach out for help. This entitlement inherits much larger processes and procedures required to not only execute on our agreed terms, but to ensure we're held accountable to delivering what we promised on.
Why is it important?
In today’s fast-paced business environment, any IT issue can lead to significant operational disruptions. Having a well-defined SLA ensures that you receive timely support, reducing the impact of IT problems on your business. Our commitment to meeting or exceeding these SLAs enhances your IT infrastructure's reliability and your overall business efficiency.
How it works:
When partnering with PUMA, you get a comprehensive onboarding experience. We explain and communicate how it works. Our support framework is different than most because we allow staff to self-escalate the urgency of their issue. Meaning, we respond according to the urgency communicated to us. A game changer when you really need help!When an issue arises, it is categorized by severity, and our team responds within our global SLA matrix. Regular reviews and reports ensure that we meet or exceed our SLA commitments, providing you with transparent and reliable IT support. Slap that on a bumper sticker already!
What are the benefits?
Guaranteed Response Times
Receive prompt responses to your IT issues, with defined response times based on the severity and priority of the incident.
Prioritized Support
Get priority support for critical issues, ensuring that high-impact problems are addressed as a top priority.
Transparent Reporting
Receive regular reports on SLA performance, providing transparency and accountability in how your IT support is managed.
Happy Clients!
We aim to improve overall satisfaction by ensuring that IT support is reliable, responsive, and issues are solved timely.
