SLA & PROFESSIONAL SERVICe
SLA & Professional Services
SLA & Professional Services
At Digital Planets, we recognize that every business has unique operational requirements. While our Standard, Bronze, Silver, Gold, and Platinum SLA Tiers provide a structured framework, we offer the Flexibility to customize these agreements to align precisely with your specific needs.
Whether you require adjustments in response times, support hours, communication channels, or compliance standards, our team is committed to collaborating with you to develop an SLA that supports your business objectives and operational priorities
By customizing your SLA, you ensure that our services are not only aligned with your expectations but also contribute effectively to your success.
Service Coverage Areas
| Service Category | Included Support |
|---|---|
| Network & Security |
Proactive monitoring, patch management, and emergency response |
| Cloud & Virtualization |
Cloud performance tuning, workload migration, and hybrid deployment services |
|
Data Protection & Backup | Backup testing, disaster recovery drills, and data integrity audits |
| End-to-End Monitoring |
24/7 infrastructure monitoring and alerting for mission-critical environments |
What We Offer
Guaranteed Uptime & Performance
○ Defined response and resolution times based on priority level
○ Real-time SLA monitoring and compliance reporting
Expert-Level Professional Services
○ System design, deployment, and configuration
○ Optimization, migration, and integration services
○ Post-implementation training and ongoing consultation
Global Support. Local Expertise.
○ Access to a global pool of certified engineers and specialists
○ On-site or remote support based on your SLA tier
SLA Tiers – Flexible to Your Business Needs
| SLA Tier | Best For | Response time | Support hours |
|---|---|---|---|
| Standard | Startup, Small business, or non-critical systems | 24 Hours | Business Hours |
| Bronze | Small to medium businesses with low to moderate support needs | 12 Hours | Business Hours |
| Silver | A growing business needs reliable uptime and quicker resolution | 8 Hours | Business Hours |
| Gold | Enterprises and mission-critical environments | 4 Hours | 16/5 |
| Platinum | Large-scale enterprises or industries requiring maximum uptime and compliance | 1 Hour | 24/7/365 with priority SLA |
Why Choose Digital Planets?
● Certified Experts Across All Major Technologies
● Performance-Driven SLAs with Measurable KPIs
● Scalable Support: Local Delivery with Global Reach
● Continuous Service Improvement (CSI) Methodology
● Clear Documentation, Onboarding & Escalation Paths
