Biztech assist

The Service Level Agreements (SLA’s) have differing response times. The response time is determined by the level of SLA selected but range from 1 hour to 1 day, depending upon the severity of the issue and whether an engineer is required physically onsite or at the end of the telephone.

In all situations, the response time is a maximum response and typically most issues are dealt with immediately. As response rate is a measure of performance and quality of service, we understand that the faster that we resolve an issue, the happier our customers will be.