What is included in an SLA?
Draft answer: SLA coverage typically includes planned preventive maintenance visits, priority callout response, and calibration verification. Final scope and terms require customer agreement before publication.
Service Level Agreements
Structured maintenance contracts with defined response times, 24/7 support options, and guaranteed service availability.
At African Automation, we understand the importance of reliable and efficient service delivery. Our Service Level Agreement (SLA) outlines the standards and expectations for our services, ensuring you receive the highest level of support and performance.
We offer design and engineering, project management, remote support, installation and commissioning. Our dedicated support team is available 24/7 to address any issues or concerns. Our SLA is governed by exceptional response times, resolution rates, and service availability.
Our guarantees: responding to support requests in minimum possible time; maintaining 99.9% service uptime. SLAs are flexible and can be tailored to align with your specific operational requirements, business hours, and priority levels.
Capabilities
- Planned preventive maintenance visits
- Priority callout response
- Regular calibration verification
- Spare parts management
- 24/7 support options
- Monthly reporting and asset health summaries
- Custom SLA terms and response time commitments
Frequently asked questions
How quickly can African Automation respond to a breakdown under an SLA?
Draft answer: Response times vary by contract tier and customer location. Confirmed response time commitments must be agreed with the customer before being published or stated on the website.
Can an SLA cover multiple assets across different sites?
Draft answer: Yes, SLA coverage can span multiple assets and sites. Site access requirements, travel time, and asset count all affect the agreement structure.
Does African Automation supply spare parts under an SLA?
Draft answer: Spare parts management can be included in an SLA. Final parts coverage, holding stock levels, and cost treatment must be confirmed during the agreement drafting process.