Service Level Agreements
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.
|Help Desk Monday - Friday, 8am - 5pm||✓||✓|
|Help Desk 24/7||✓||✓|
|Guaranteed Business Hours Response||✓||✓|
|Guaranteed 4 Hour Response||✓||✓|
|Service Ticket Opened Within Minutes||✓||✓||✓|
|Parts Replacement Scheduled After Diagnosis||✓||✓||✓|
|Parts Delivery Next Business Day||✓|
|On-Site Stocking Most Commonly Failed Parts||✓||✓|
|Local Stocking Most Commonly Failed Parts||✓||✓|
|On-Site Enhanced Parts Stocking||✓|
|Local 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.
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 as day, but that elusive “4” can have many interpretations and too often is not clearly defined. The standard “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 We Open a Ticket
- 4 Hour On-Site After Diagnosis
- 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.