SLA'S

Service Level Agreement (SLA) for Swift Tech Services Ltd.
 

1. Service Description
Swift Tech Services Ltd. provides direct provision and support for CCTV, Access Control, and Epos systems. Our services include installation, maintenance, repair, and troubleshooting of these systems.
 

2. Contact Information
Customers can reach out to us through the following channels:
- To raise a support ticket with an SLA: support@swifttech.raiseaticket.com
- For general support queries: support@swifttech.services
- Phone number: 01323679511
 

3. Service Level Targets
Our service level targets for response and resolution times are as follows:
- Response Time: We aim to acknowledge all support tickets within 4 hours of receipt.
- Resolution Time: We strive to resolve all support tickets within 24 hours of acknowledgment, depending on the severity of the issue.
 

4. Service Exclusions
Our SLA does not cover the following services:
- Modifications or upgrades to the systems beyond the agreed scope of work.
- Issues caused by third-party software or hardware.
- Acts of nature or vandalism that result in system damage.
 

5. Support Availability
Our support services are available during normal business hours (9 am to 5 pm, Monday to Friday, excluding public holidays). Emergency support may be available outside of these hours on a case-by-case basis.
 

6. Reporting Issues
Customers can report issues or request support by contacting our support email or phone number. Please provide detailed information about the problem, including any error messages or system behavior.
 

7. Partnerships
Please note that SLAs for telecoms, mobile, IT, and broadband provisions are covered and provided by our partners at Focus Group. Any issues related to these services should be directed to the appropriate contact at Focus Group.
 

This SLA document is subject to change and may be updated periodically. Customers will be notified of any changes in advance.
 

Signed,
 

Swift Tech Services Ltd.