Guaranteed service level with SLA
Happily enough, the vast majority of OpusCapita’s users rarely have cause to contact customer support. But the demand for service guarantees has increased in recent times. Which is why OpusCapita will soon be launching the Service Level Agreement (SLA) – a concept that guarantees customers a particular level of service with the flexibility they need.
“We haven’t fully rolled out SLA just yet, but we expect to complete this during Q1 of 2010,” says Harri Kulmala, Head of Services at OpusCapita Group.
Customers who run into service disruptions of any kind are currently referred to OpusCapita’s customer support via telephone or e-mail.
“Our current support process guarantees customers contact with customer support, who will deal with their problem, but without any timeframes.”
Three SLA levels
This has resulted in a growth in demand for SLA. Particularly from customers whose payment transactions all take place using OpusCapita’s systems.
“Quite simply, they want us to guarantee a predefined service level and to commit to dealing with problems within specific timeframes.”
OpusCapita will offer three different levels of SLA – silver, gold and platinum (see diagram). At the same time, four completely new service options will be launched, enabling customers to formulate their own service agreement to meet their needs.
Guaranteed response time with SLA
Both SLA and the four service options provide guarantees that OpusCapita will act within a specified time period. The difference between the service options and an SLA is that customers will still contact OpusCapita customer support if they have an SLA.
“So issues relating to our software will still be dealt with. It is of course possible to buy our service options without having an SLA.”
If you have any questions or want to know more, please contact:
Harri Kulmala
Tel: +358 40 568 22 72
harri.kulmala@opuscapita.com
SLA and service options
1. Admin service
Customers are usually responsible for looking after their own IT environment and for setting up user rights for OpusCapita’s systems. With Admin service, OpusCapita takes care of this and eases the customer’s administrative burden. To access this service, customers need to use ‘Advanced User Management’.
2. Monitoring and surveillance
OpusCapita’s systems are always located within the customer’s own IT environment, which means that the customer’s IT department is responsible for monitoring. If problems arise, valuable time can be lost and customers generally have to contact OpusCapita customer support. With Monitoring and surveillance, the system is automatically monitored and an engineer starts troubleshooting immediately.
3. Deep audit
When problems or service disruptions occur, it can already be too late. Deep audit is designed to prevent problems through the regular monitoring of hardware, software, logs, etc., by OpusCapita consultants.
4. Firesquad
If a customer needs an engineer rather than software support, there are two options available. An SLA guarantees a faster response time than with ordinary support. Firesquad, however, guarantees an even faster response time and an engineer on site within 48 hours, for example.
