Service Level Agreement

At SBA you can benefit from a clear Service Level Agreement (SLA). In it we lay down what customers may expect from us in terms of availability, response times and support. The SLA applies to, among other things, remote support, remote desktop, web applications, web servers, VoIP, VPN, Remote Monitoring & Management, hosting, systems maintenance, domains and websites.

The goal of the SLA is to make clear performance agreements and to offer transparency about our services. Should an agreed service level unexpectedly not be met, the consequences of that are laid down as well. The signed SLA takes effect the moment the services start and remains in force as long as we deliver them. The certainty we gain from customers with an SLA translates into a more favourable rate and more extensive support.

Emergency service outside working hours

Customers with an SLA can use the emergency service outside regular working hours. The emergency service can be reached via our general phone number. When calling outside working hours you will be asked for your unique 3-digit customer number. You receive this customer number at the start of our partnership and it can also be found on your monthly invoices.

After entering the customer number, the call is immediately forwarded to the SBA colleague who is on emergency duty at that moment. The phone keeps ringing until it is answered, so urgent reports are always picked up. For support outside regular working hours, the rates laid down in the signed SLA apply, as do our terms and conditions.

No SLA? Best Effort

Customers who choose not to sign an SLA with us are of course helped as well. In that case we apply a 'Best Effort' principle. This means requests are handled in order of arrival, within our opening hours.