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Service Level Agreements

BIMA’s flexible maintenance portfolio enables you to achieve maximum value from your network investments by delivering dependable in-service levels and improved network performance. BIMA's Support Services portfolio provides the convenience of a single point of contact for the support of multi-vendor networks with flexibility and choices in maintenance plans tied to Service Level Agreements (SLAs). You get the support services and priority you need depending on the criticality of your business with response times as low as 24x7x1 hrs. With offerings for technical support, repair and return, sparing and software management, BIMA's certified professionals provide on-site, on-call and ongoing IT support services. For on-call support, toll-free and UAN numbers provide direct lines to help desks. Our support services web portal ensures that customers can track the status and automated escalation of their complaints in a customized online complaint handling and escalation system.

BIMA SLA's maintains availability and response time. BIMA define a service profile with service organization working hours, time zone, exceptions, calender etc.,

Also defines a response profile with response time based on different criteria such as category, priority, catalog subject, code group subject, code subject and then maintain the duration values for each indicator.

 

Last Update: January 06, 2014

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