Service Level Agreements (SLAs)

Wilmac's service philosophy is to meet and exceed our customers' expectations 100% of the time. It's our goal to demonstrate this commitment to our customers by honoring our maintenance Service Level Agreements (SLAs). In fact, we use this as one of the key benchmarks to measure how well we are meeting our objectives.

All service calls are routed to a central location where they are received by Wilmac's service coordinator. This coordinator works directly with our Field Service Engineers to get high level Tier 3 resources assigned to you promptly. We have the largest team of certified Service Engineers of Call Recording any vendor in North America, all of whom are factory trained and certified on the latest software versions for every system we support.

We understand the importance of getting in touch with a proficient resource immediately, and by scheduling and managing every call closely through our coordinator, we're able to guarantee your work order is diligently monitored, updated, and completed successfully. When faced with a technical issue that needs quick resolution, you require a prompt response in addition to the support of highly trained support technicians. Wilmac provides this.

Service Level Agreements (SLA)

Our SLAs are designed so that our customers can choose the support level that provides their organization with the best coverage.

SILVER STANDARD SILVER 24X7 GOLD
Monday – Friday Monday – Friday 24x7
8:30 AM – 5:00 PM 8:30 AM – 5:00 PM, On-Site On-Site and Remote
On-Site and Remote 24x7, Remote  
  SILVER STANDARD   SILVER 24X7   GOLD  
PRIORITY LEVEL Call Back Response On-Site Response Call Back Response On-Site Response Call Back Response On-Site Response
1 1 hour 6 hours 1 hour 6 hours 1 hour 4 hours
2 2 hours 24 hours 2 hours 24 hours 2 hours 24 hours
3 or 4 24 hours 48 hours 24 hours 48 hours 24 hours 48 hours

Priority Definitions

Priority 1 – Critical Failure – In a 100% recording environment, any failure of equipment, Wilmac provided software or communications to the Wilmac provided products, which results in loss of recording channels or data, or if allowed to persist will result in such recording loss.

Priority 2 – Major Problem – Any problem resulting in loss of ability to retrieve calls or loss of replay functionality for two or more workstations.

Priority 3 – Product Anomaly – Any problem affecting one or more workstations which does not result in a loss of recording or replay but nevertheless results in diminished Product response or performance, for example, if an administrator loses the ability to add or delete users.

Priority 4 – System Inquiry, Planned Intervention or Request for Information.

Time and Material Support

Customers not subscribing to a Wilmac Maintenance Program can still receive excellent service from Wilmac on a Time and Material basis. All labor, parts, and any related expenses will be charged to you. The fees will be specified at the time of the call so there are no hidden surprises. Time and Material service calls do not have a guaranteed response time.



Tags: Maintenance SLAs Support