The Human Dimension in ICT

Service Level Agreements

Customized Care
The continuity of your business is essential. ICT failures must therefore be prevented as much as possible and resolved as quickly as possible when they happen anyway. Damage to your company is not an option.

CNE has three SLA (Service Level Agreements) for workstations and peripherals (Seats) and Servers to give our customers the desired service.

In an SLA, agreements are made about, among other things, the expected quality and speed in the solution of a malfunction. But also about preventive management and the degree of security.

Another important aspect for your choice of the right SLA is the cost. Do you want monthly lower costs but receive an invoice for each incident or do you choose to be completely unburdened without additional costs?

Peter van Nijen
T: 088 - 766 76 78

goud

SLA Gold is an agreement in which you are completely serviced by CNE, both preventive and proactive and of course when a fault occurs. No unexpected hours for providing support and a super-fast response time of 2 hours in case of calamities. All systems included in the SLA are monitored 24/7 by CNE. On a regular basis an engineer from CNE comes to the site to perform system administration. Anti Virus and Anti Malware licenses are included.

zilver

SLA Silver is an agreement in which a CNE engineer takes action on a calamity within 4 hours via a remote connection. The hours that are remotely made for this are included. The hours that are made on location for a category II and III incident are also included. All systems included in the SLA are monitored 24/7 by CNE. Anti Virus and Anti Malware licenses are included.

brons

SLA Bronze is an agreement in which a CNE engineer takes action on a calamity within 8 hours via a remote connection. The hours that are made for this are included. The hours that are made on location will be charged. Anti Virus and Anti Malware licenses are included. Your systems will not be monitored.

When no SLA is closed we can not guarantee response time but we always work on the basis of Best Effort. All hours incurred are charged at the normal hourly rate. No Antivirus / Anti malware is provided and systems are not monitored.

  • Gold
  • € 35,00
  • per seat/month
  • SLA Seats & Servers
  • Silver
  • € 30,00
  • per seat/month
  • SLA Seats & Servers
  • Bronze
  • € 25,00
  • per seat/month
  • SLA Seats & Servers
/Desktop%20Management
We manage and secure your workplace (seat), whether it is a PC, a MAC or a notebook. And we manage and support the connected peripherals and all network components!
/Helpdesk
And if you need professional help right away, we have a large staffed helpdesk at your disposal. Via an advanced and integrated ticket system (Datto Autotask) they deal with acute ICT problems, often within the length of a phone call, but always in accordance with the agreed SLA.
/Monitoring
You can only do professional network and system management with the right people and with the right tools. CNE has professional and certified ICT specialists who take care of your ICT with advanced Endpoint Management tools. We proactively manage your servers and workstations (PCs and notebooks) (from SLA Silver) and are therefore usually in control of the problems before you even noticed that there was a problem.
/ICT%20Audits
For the stability and security of your ICT environment, after all you depend on it, a good audit is a must. With this audit we take a close look at your complete IT! We look at the age, safety, speed and stability of your workstations, servers and other devices such as switches, routers and firewalls. We check the degree of protection against dangers from outside such as viruses, malware and hackers (PEN test) and we check whether your backups are in order. We bring everything together in an extensive report and will make recommendations accordingly (if that is the case).
/Evening%20and%20weekend%20service
On working days until 22:00 and on weekends from 10:00 to 16:00 CNE provides support to customers with an AWS 'add-on'. Without this add-on you can also use our AWS services, but then you pay the full price.
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