Clients with a Managed Service Level Agreement (MSLA) with iugo have a certain number of support hours allocated per period with their proactive maintenance plan.
Depending on your needs, there is a plan suitable for most clients.
This provides our clients:
- the ability to ask questions and receive expert advice each month
- responses with agreed timeframes
- assistance with operational changes as they arise
- allocated proactive maintenance and hygiene of your web application as technology and security aspects change.
As long as there are support hours available for that period, the guaranteed timeliness of service applies to any tickets logged with iugo via this support request portal.
When you have used your allocated hours
In the case of those support hours having been utilised we will ask you to:
- put your request on hold or
- purchase additional support up to your allowable over quota cap
All support requests which are over your quota don't have the same guaranteed service times in your support contract.
Our advice is - if your MSLA is continually being used before the end of the period, please contact us to enquire about moving to a new plan.
As you increase your plan, you received an event better support level; more monthly support questions and proactive maintenance and benefits keeping your online services available and maintained.
Don't have a Managed Support Level Agreement?
Clients without a Managed Support Level Agreement can request service, however our speed of service is not guaranteed. A partnership with us provides you with greater access to our knowledge, expertise and a higher level of service and engagement.
Without an agreement, requests are:
- Reviewed at best efforts
- No guaranteed service times apply
- Hourly support rates are higher on demand
- Proactive maintenance is not included monthly
Should you have any other questions - we'd love to hear from you...