Service Level Agreements

Service Level Agreements from M Global Services


What's included in our SLAs?


We can customize our service options to fit your needs and budget. If you need access to a dedicated support team 24/7, we’ve got you covered. If don’t want to wait for parts to ship, no

problem—we’ll develop a stocking strategy to fit your needs. No matter which SLA you choose, we have fast response times and we will see each service ticket through to its resolution.


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M Global Services Plans & Options

M Global Services Plans & Options
9x5xNBD 7x24x4 Custom
Help Desk Monday - Friday, 8am - 5pm
Help Desk 24/7
Guaranteed Business Hours Response
Guaranteed 4 Hour Response
Service Ticket Opened Within Minutes
Remote and On-Site Diagnosis
Parts Replacement Scheduled After Diagnosis
Parts Delivery Next Business Day
Local or On-Site Stocking of Commonly Failed Parts
Local or On-Site Enhanced Parts Stocking
On-Site Support Next Business Day
On-Site Support Same Day
Re-Routing of Auto Generated Alerts
Defective Media Retention (DMR)

Understanding your SLA


It is important to understand what is included in your SLA and ask questions when making decisions about what you will be getting when you sign a contract. At M Global, we help you navigate all the details so that you can get exactly what you need.


Part Stocking


Just like other parts of an M Global contract, your parts stocking strategy can be customized to fit your needs and budget. And because parts stocking is such a critical component in every SLA, we set ourselves apart by clearly defining the specific parts that we will inventory. This way you will know exactly what to expect and you can provide feedback on additional parts you may want to have stocked. We also offer a dedicated stocking inventory which means we do not share parts inventories between clients or other contracts.

What’s the deal with the “4” in the 7x24x4 SLA?


It’s pretty standard for the 7x24x4 SLA to mean 7 days a week and 24 hours a day, but that elusive “4” can have many interpretations and too often is not clearly defined. Our “4” means a 4 hour guaranteed response though we typically open a ticket within minutes. At M Global, we can customize that “4” based on your needs and budget and it can also mean:

  • 4 Hour On-Site After Diagnosis
  • 4 Hour On-Site After We Open a Ticket
  • 4 Hour Call to Repair

It is important to consider your parts stocking strategy when deciding what sort of SLA you may need. If you don’t have parts stocked on-site or locally, it won’t matter how quickly a technician can get to your site—they won’t be able to fix the problem. We work with our clients to develop a strategy that includes all the facets of an SLA when building a contract for them.



M Global T&M Services


What happens when something breaks and your equipment isn’t currently covered by an M Global service contract? Don’t worry—we can still help. With our hourly technical consulting services, we can get you up and running again.

You can get access to expert engineers trained across many hardware manufacturers. Every customer matters to us and our commitment to customer service shows in all the work we do.




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Learn more About Third Party Maintenance

We want you to consider us an extension of your team, a trusted resource and advisor. Call us today at 1-855-304-4600 to find out more.