Service Level Agreements (SLA)

The average business keeps their phone system for ten years. Can you think of other investments in your company that you will keep this long, never the less be as critical as your communications network? Global Link services all of the Avaya products. A Service Agreement can oftentimes be helpful when budgeting the cost of a communications system. We offer three different tiers of service agreements in order to meet every customers needs. A Global Link Service Level Agreement (SLA) gives you the peace of mind that comes from knowing that your phone lines are backed by responsive, value-added support that ensures maximum communication reliability and uptime.

PRIORITY SCHEDULING
Should you require a move or add or change of your current configuration, as a Service Level Agreement (SLA) client we will prioritize your needs for scheduling these adds, moves and changes. Your request will automatically be moved to the front of the queue.

7 x 24 x 365 COVERAGE
SLA customers are supported every day of the year if they have Tier III Support.

MAINTAIN SYSTEM(S) BACK-UP DISASTER RELIEF
We will maintain a back-up of critical system components and system information to get connectivity restored as quickly as possible, in the event of an emergency and to make sure that your critical information is stored.

IMMEDIATED SHIPMENT OF REPLACEMENT COMPONENTS
To ensure that your technology is backed up and running quickly, we will replace any faulty components as soon as possible, without first waiting for you to return the original component.

SLA Technology Support

WARRANTY
We will warrant the deployed technology against any defects and repair or replace any defective components.

ANNUAL SYSTEM TUNE-UP
We will conduct an annual inspection of your system remotely or on-site (depending on the technology that is deployed), to assure that all aspects of your technology are in good order and make any necessary adjustments.

MAINTENANCE, REMOTE AND ON-SITE
We will work with you to resolve any immediate issues that arise with your communications technology via telephone or e-mail.

SOFTWARE MIGRATION
We will keep you in the optimal software solution to maximize the organizational benefits staying current can provide.

USER TRAINING
The many improvements in efficiency, productivity, and customer service levels available through communications technology depend on the skill and knowledge of front-line technology users.

SEMI-ANNUAL RESULTS REVIEW
Twice per year, we will meet to discuss whether you are achieving the results we initially identified when you deployed this advanced communications technology.

ORGANIZATIONAL UPDATE
In order to assure that your changing business needs are accompanied by an appropriate communications strategy, we will pro-actively meet with you, on at least an annual basis, to discuss your current challenges and opportunities.

REMOTE (MINOR) PROGRAMMING CHANGES
Increasingly, organizational changes require some reprogramming of your telecommunications technology.

ON-GOING ANALYSIS OF EMERGING TECHNOLOGIES.
We will keep you informed of any technology developments that could serve your organization well as it becomes available and/or as you organization changes so as to make deployment of that technology beneficial to you.