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.
SLA and Service Catalog
Valeo Orkla Kone Praha ÚZIS Městská částí Praha 9 Biocev VZP

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.
SLA and Service Catalog

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.
SLA and Service Catalog

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 and Service Catalog

SLA Life Cycle

- Assessment of requirements and responsibilities
- Service implementation schedule​

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

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

- IT development outline and budgeting
- Evaluation of cooperation


your reliable partner in ICT

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.
- Your data is protected.

Keep in touch


Metropolitan Building
U Uranie 954/18
170 00 Prague 7

(+420) 270 002 811