Answers To Your Questions

Our standard SLAs include the 9x5xNBD (next business day)and 7x24x4, but most contracts that we put together are in some way customized to fit our clients’ needs.

Check out our service level agreement chart to see your options.

The seemingly standard SLA 7x24x4 can actually be quite ambiguous. It’s true that 7 days a week and 24 hours a day are fairly normal definitions of 7x24, but the “4” part of this SLA can be interpreted many different ways based on the provider. Make sure you ask the definition of the “4” when getting quotes. At M Global, our standard “4” means a 4 hour guaranteed response though we typically open a ticket within minutes. We can customize the “4” to fit your needs. Based on your preferences and your budget “4” can mean:

• 4 hour guaranteed response (we typically open a ticket within minutes)
• 4 Hour On-Site After We Open a Ticket
• 4 Hour On-Site After Diagnosis
• 4 Hour Call to Repair

Keep in mind that the definition of this “4” is directly tied into the parts stocking strategy. If you don’t have parts stocked on site or locally, it won’t matter how quickly a technician can get out to a device—they won’t be able to fix the problem. We work with our clients to build out a contract factoring in all the little details so that can clearly understand what is included in their service.

That depends. Like other parts of the contract, we are flexible and create stocking strategies that fit your needs and budget.

For 7x24 contracts, we start with the most commonly failed parts. We always define for the client the specific parts that we inventory for them and allow them to provide us feedback on any additional parts or sometimes even a scaled back inventory to help cut down support costs.

Unlike some providers, we offer a dedicated stocking inventory which means we do not share parts inventories between clients or other contracts.

We have partnerships with logistics companies to ensure we have stocking locations across the United States and Canada.

In addition to that, we offer dedicated on-site stocking for our 7x24x4 agreements.

Absolutely. We include on-site support for all of our SLAs. Some clients require us to come on-site for every single failure and others only require us to come on-site for the more difficult replacements.

If you have resources in-house that are capable of simple parts replacements and you choose to have us stock inventory at your facility, the speed to recovery can be much faster.

Whatever your preference may be, we can work that in to your contract.

We provide service in most locations across the United States and Canada, and around the world.

SLA options may vary by location so contact us to quickly find the service options in your area. Learn more about our service locations.