Service Level agreements/Support contracts

A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is ‘Protocol Systems’. The SLA records a common understanding about our services, priorities, responsibilities, guarantees and warranties. Each area of service scope will have the 'level of service' defined. The SLA will specify the levels of availability, serviceability, performance, operation, or other attributes of the service such as billing. The 'level of service' can also be specified as 'target' and 'minimum', which allows customers to be informed what to expect (the minimum), whilst providing a measurable (average) target value that shows the level of organization performance.

Our Service-level agreements are by their nature 'output' based - the result of the service as received by the customer is the subject of the 'agreement'. We demonstrate our value by organizing themselves with ingenuity, capability and knowledge to deliver the service required, perhaps in an innovative way. Organizations can also specify the way the service is to be delivered, through a specification (a service-level specification) and using subordinate 'objectives' other than those related to the level of service.