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Contracted Service Level Agreements (SLAs)
The majority of companies will already have a support contract for their hardware that safeguards them against something physically breaking, ie. a maintenance company that will come out to replace faulty parts. But what about the gaps?
Suppose, as an example, a disk fails in a file server, resulting in a total system failure. The maintenance company is responsible for repairing/replacing the faulty disk, but merely changing the disk won’t be enough to recover the failed server. The operating system might need to be reloaded, backup software re-installed, and a data restore implemented. These tasks require an intimate knowledge of the failed system and a significant amount of time and effort.
This is where Triplan would step in. We can offer support contracts that will fill the gaps left by many Break/Fix maintenance contracts, with the agreed service levels tiered to suit the particular operating circumstances.
