Reactive Professional Assistance and Servicing
This service includes professional assistance and if necessary field visits in case of equipment, operating system or application breakdown upon spotting the error by the user, or posterior to the appearance of damage or breakdown. Depending on the negotiated solution, this service may be:
- Arranged in advance with or without SLA parameters (response time, repair period, spare parts keeping obligation etc.)
- On request, without the predefined contract or SLA parameters.
Contracting and defining SLA parameters are recommended because of efficiency and incident response speed. This type of service may and does not have to contain a detailed ad hoc or periodical report on the type and quantity of the job performed.