SLA and Service Catalog

IT administration is one of our company’s primary activities. All of the support we implement in this area has pre-set rules using an SLA (Service Level Agreement). At the same time, when we take over IT systems management, we define a service catalog, which we implement for the client within the SLA.

How it works?

Setting conditions

Initial ICT audit to determine your needs, approve the offer and define the SLA contract.

Transition period

After several weeks or months of cooperation, we prepare a recommendation report, suggest possible improvements and evaluate your needs.

Go-Live services and regular reporting

We provide our services 24 hours a day, 7 days a week. In our reports, you’ll be able to see how your ICT is working and where we can help you.

Guaranteed response time and repair times

For all technologies that enable this.

Service Desk 24/7

We constantly monitor your systems’ availability and performance. Our central HelpDesk system is always at your disposal.

A team of high-quality administrators and specialists

Specialists are selected according to their specialization, IT technologies used and the nature of the client’s environment.

Professional Takeover of IT Management

To deploy our services with the least possible interference in your company’s operations, a gradual takeover of IT management is used through a transition period. In this period, the individual components are transferred to TOTAL SERVICE from the previous manager. At the same time, we define a service catalog, which is crucial for the proper functioning of IT management.

During the transition period, we also assess the state of your ICT with a subsequent structured report. This report, in the form of an overview of strengths and weaknesses in the environment, includes recommendations for improvement and development in various timelines.

SLA Life Cycle

SERVICE SUGGESTION
- Assessment of requirements and responsibilities
- Service implementation schedule

TRANSITION PERIOD
- Interface mapping and datasheet creation
- Audit report, suggestions
- Reassessment of cooperation and provided services

SERVICE OPERATION
- Regular monitoring and datasheet administration
- Reporting
- Incident and problem management

IT PLANNING AND MANAGEMENT
- IT development outline and budgeting
- Evaluation of cooperation

TOTAL SERVICE –
your reliable partner in ICT

Let us take care of your company's IT infrastructure. We provide complete IT services, cyber security, cloud solutions, professional training and the necessary ICT technologies.
What do you need help with?

We offer solutions for both the public and commercial sectors

Guaranteed 24/7 availability

Nonstop support on all technical levels

Proactive planning and visions

Helping you keep you IT budget flat

Contact Us

Leave us your contact info and a brief message about the issues you´re dealing with and we´ll get back to you. If you´re not a fan of contact forms, call us at (+420) 270 002 811.