What is included in your Service Level Agreements (SLA)?

Our Service Level Agreements (SLA) includes end-to-end consulting, professional assessment, solution design, certified implementation, and ongoing technical support tailored for Egyptian enterprises.

Do you perform technology audits and health checks?

Yes. We perform comprehensive IT infrastructure health checks and security audits to identify vulnerabilities and optimize performance for your business continuity.

Can you help move our infrastructure to the cloud?

Yes. WASS Technologies specializes in hybrid and multi-cloud migrations, ensuring secure and efficient transition for regulated sectors in Egypt.

Do you provide 24/7 technical support in Egypt?

Yes. We provide local L1/L2 technical support in Cairo with defined SLAs for rapid response and resolution of critical infrastructure issues.

How can we request a workshop or consultation?

Contact WASS Technologies to schedule a Discovery Workshop where our certified engineers will assess your requirements and propose a tailored Service Level Agreements (SLA) solution.

Service Level Agreements (SLA) Egypt | WASS Technologies

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24 x 7 & 8 x 5 Service Level Agreements

The purpose of the Service Level Agreement (SLA) is to formalize an arrangement between WASS Technologies and the client to deliver specific professional services at an agreed-upon cost. This agreement ensures professional support is available with clear deliverables, providing specific details of software and hardware professional services provided to the client. The SLA will evolve over time, with additional knowledge of the client's requirements, as we'll as the introduction of new applications and services into the consulting portfolio provided to the client as part of our holistic IT Solutions approach. Backed by our Strategic IT Consulting Services and SIEM Monitoring Solutions, we ensure maximum reliability for your enterprise.

SLA Guarantee: Backed by Certified Engineers and Guaranteed Response Times, our agreements ensure compliant, secure, and 24/7 enterprise support across Egypt.

Services Provided Under Our Service Level Agreement

Software Consulting — Defined as activities associated with strategy, design, or Implementation of software.

Design and Development — Design and implement new products or improve existing products. This includes activities involved in preparing feature strategy, architecture, providing technical leadership, design, and upgrade of the product.

Root-Cause Analysis — Analysis of the root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion.

Bug Fixes — Defined as the emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, -hung- or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed.

Why Enterprise SLAs Matter

In a rapidly evolving digital landscape, downtime can result in significant financial and reputational loss. A structured Service Level Agreement with WASS Technologies provides more than just reactive support; it offers a partnership dedicated to proactive risk management and continuous system optimization. By defining clear performance metrics and escalation paths, we ensure that your critical IT infrastructure remains resilient and aligned with your business objectives.

Status Updates

WASS Technologies provides weekly or daily status updates on client-s work based on the nature and priority of the ticket. These updates ensure that clients are always informed about the progress of their projects and any issues that may arise.

Response Time

Client issues are addressed based on ticket priority and the amount of work needed. The priority of individual tickets is determined by the client or the Technical Lead of the project, ensuring that the most critical issues are resolved first to maintain system integrity and client satisfaction.

Comprehensive Service Level Agreements

Our service level agreements are designed to provide predictable response times, clear responsibilities, and measurable service outcomes aligned with business requirements.

24 x 7 & 8 x 5 Support

Our SLAs provide around-the-clock support, ensuring that clients have access to Professional Services whenever they need them, whether it's 24 x 7 or during standard 8 x 5 business hours.

Professional Software Consulting

We offer expert software Consulting Services that encompass strategy, design, and implementation, tailored to meet the unique needs of each client.

Innovative Design and Development

Our team excels in designing and developing new products and improving existing ones, providing technical leadership and innovative solutions to keep your business ahead of the curve.

Thorough Root-Cause Analysis

We conduct in-depth root-cause analysis to identify and correct the sources of problems, ensuring long-term solutions and system reliability.

Efficient Bug Fixes

Our prompt bug fixing services address emergency repairs quickly and effectively, maintaining system functionality and minimizing downtime.

Regular Status Updates

We keep our clients informed with regular status updates, providing transparency and keeping you up-to-date with the progress of your projects.

Responsive Issue Handling

Our response times are prioritized based on the severity and urgency of the issues, ensuring that critical problems are resolved swiftly and efficiently.

SLAs Tailored to Your Technology

Our service level agreements are designed around the specific technologies you rely on. Whether you operate Dell EMC Infrastructure requiring next-business-day hardware support, Veeam Backup Environments needing 24/7 monitoring, or Acunetix Web Security Scanners requiring regular configuration updates, we craft SLA terms that match your operational priorities and compliance obligations.