SLA is an abbreviation for Service Level Agreement.

  • The service level is a measure of the relative impact of the technical issue on your business. Accurately defining the severity level ensures a timely response and helps Syneto Customer Support to understand the nature of your issue.

  • SLAs apply to systems that are in production. For issues in non-production systems (test, first configuration), Syneto Customer Support will review the business impact together with the customer and apply a reasonable service level and response time.

  • SLAs are measured from the time of hardware diagnosis and dispatch, not from the time the ticket was opened. Please see SLAs for hardware replacement