Service Level Aggreement
Dedicated Internet has various advantages for business, including a more stable connection, symmetrical bandwidth between downloads and uploads, and after sales service. Apart from the quality and availability of internet connections guaranteed by a Service Level Agreement (SLA), a HELPDESK team is also needed 24 hours a day for 7 days.
| Kendala | Level | Respon | Aksi |
|---|---|---|---|
| Kritis | 1 | < 10 Menit | Helpdesk |
| Kritis dan Panduan Berkala | 2 | < 20 Menit | Helpdesk |
| Kritis dan Remote | 3 | < 45 Menit | Noc |
| Kritis dan Visit | 4 | <120 Menit | Noc Manager |
| Mati Total | 5 | < 240 Menit | Direktur Teknis |