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 is intended to provide 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 well as the introduction of new applications and services into the consulting portfolio provided to the client.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.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
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.
