The value of having a tech support SLA

A Service Level Agreement (SLA) is a valuable agreement to have in place. Especially when it comes to tech support.

Why do you need a tech support Service Level Agreement?

Business moves quickly, and with most systems being based online and communications largely being made by email and other online messaging platforms, being able to keep pace with your competitors, capitalise on opportunities and provide the best service to your clients relies overwhelmingly on strong IT. At Microcomms, this is what we do, which makes a Service Level Agreement with us a sure-fire way to ensure technological peace of mind.

What does it cover?

The first thing to say is that an SLA is bespoke to each individual client, ensuring that as a business, you only ever pay for what you need. Essentially, under an SLA, we become an extension of your team. We have trained experts who are always on hand to either guide you through work that needs doing, or undertake the actions themselves. The agreement serves as an insurance policy, particularly for clients who may not have in-house expertise to act in the case of emergencies, but also as additional support to existing IT teams.

Senior IT Engineer Matt in Action
Senior IT Engineer Matt in action!

There are a number of services that we can provide under an SLA. Some come ‘as standard’, while others are optional. All, however, are designed to be ‘proactive’, to help your business stay ahead of any potential issues by putting processes and systems in place to mitigate against the potential for IT disaster. Services that come ‘as standard’ include health checks, which not only prevent service downtime and thereby save your business money, but also offer reassurance that your systems are performing as expected. These checks are tailored to your business’ requirements, and can take place daily, weekly, monthly, quarterly, or annually. We also provide checks both remotely and in-person, and when it comes to finding issues, we can either fix them for you, or simply report them to your IT department. We will also provide customised, scheduled reports which offer recommendations and highlight potential issues.

Optional services include server checks, which cover Windows updates, critical service functionality, performance and capacity management. Security checks, too, often prove a valuable addition, covering both visual and physical checks, patch management, and firmware checks, including the checking and patching of all active network equipment such as routers and switches. For businesses relying on CCTV, we can offer monitoring for those systems too, monitoring up-time and checking that the required recordings are taking place. Network monitoring can help to automatically identify issues, from vital server problems to toner levels in your printer, and regular IT audits can track performance and suitability of desktop and laptop computers.

Computers all lined up in an office
SLA’s are bespoke to every client.

Why choose Microcomms?

The world of IT is a complex one, and for smaller businesses, where justifying the cost of a full-time IT team just isn’t feasible, it can quickly become a headache. But it shouldn’t. That’s why we’re here, and if you’re unsure as to whether a Service Level Agreement is right for your particular business, it’s worth noting that we work with myriad types of businesses, from charities and schools, to large corporates and even sole traders.

Whatever you do, and whatever your size, with an SLA in place you will have access to an account manager and tech team member at all times, the value of which is quickly realised when you no longer have to field those tricky IT issues yourself. Value in the monetary sense is also what we aim to provide, and the fact is that the risks for businesses who don’t have an SLA for tech support ultimately boil down to money lost. This could come in the form of downtime in your business costing you money, or being left open to cyber attacks. But with an SLA as your insurance policy, you’ll be left with the peace of mind that the systems you rely on to keep your business running smoothly will be proactively managed, reviewed and serviced, all by a team that lives and breathes good, solid IT.

Service level agreements with Microcomms

If you’re a business without your own internal IT team and you’ve yet to put in place an SLA agreement to cover your technical needs, be sure to contact us here and see how we can help. Alternatively, you can tap up one of our tech experts and find out how we could help by calling +44 (0) 3300 020 000.

Microcomms Success Stories

“It was great to have you and your team on site to install the equipment. You did a great job, both in making everything work, but also in handling a very difficult situation with sense of urgency and reassurance. I am impressed.
Your effort is highly appreciated.

, Reckitt Vienna

“Microcomms provide us with fantastic on-site and remote support. Nothing is ever too much trouble and all issues are dealt with quickly and efficiently. They have provided strategic insight into improving our infrastructure as well as maintaining our provision on a daily basis, always ensuring education and pupil's best interests are at the forefront of all actions.”.

Adam Anderson
Head Teacher, Ludgvan Primary School

“Microcomms epitomizes partnership, collaboration, clarity and support. During our most recent project there were a number of challenges that we needed to overcome in order to deliver our project on time and within budget. Microcomms went above and beyond, expanded their remit and reach for their role of Project Support and Management to assist in finding the best possible solutions and possibilities to ensure our project was delivered. The service and offering was nothing shor”.

Aki Kardamilakis
Head of IT and D, Reckitt South Africa

“Aaron and his associates were wonderful to work with during all phases of opening up our new office! They were informative and took the time to explain how some of the new technology worked (in “layman’s terms”) with patience and hands on demonstrations. The team followed up with notes afterwards and was very thorough and never failed to address any questions or issues we had even after they departed. Super personable as well, they felt like family before they left! Enjoyed working with them! ”.

Jodi Lightner
Office Coordinator, Reckitt Rogers, AR

“We continue to be impressed by Microcomms’ know how, expertise and professional yet down to earth and pragmatic style. Consultancy projects are well managed and I’d recommend their services to anyone.”.

Julian Holmes
IT Manager, Coodes Solicitors

“In our sporting hospitality business, customers expect great WiFi as well as fantastic golf. Microcomms have helped us meet our clients high expectations and ensure that visitors coming to Trevose have an all-round excellent experience. The team have worked really hard across all areas and we’re very happy with the service we’ve had.”.

Nick Gammon
Managing Director, Trevose Golf & Country Club

“There aren’t many Cornwall-based companies that can claim to have hands on experienced providing network connectivity to a Malaysian hut in the middle of a rainforest!”.

Nick Argent
ICT Manager, The Eden Project

Latest News Posts

Get updates