Service Level Agreements (2023 - 2024)
Our Service Level Agreement (SLA) is a commitment we make to your company regarding our services. By default, all clients have our basic SLA. Please note that SLA 2 and SLA1 are premium SLAs and require you to contact us to change your company to that SLA Level.
The SLA has three major components that impact the price of our services.
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The response and resolution time of a service ticket. This process involves assigning the ticket to a technician and marking it resolved once it is fixed or if it requires additional dependencies to be resolved.
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The time and day of the week when the service was performed (see labor rate card) for hourly rates:
Monday - Friday (Weekdays)
Pre Business: 7AM-9AM
Regular Business: 9AM - 5PM
Post Business: 5PM - 11PM
Overnight: 11PM - 7AM
Weekends \ Holidays (30% premium over weekdays)
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The features we have turned on for each user's device and how many devices we support or monitor on your network
SLA & PRICING
Service Level Agreements depend on the number of devices, service level needed, and business customizations.
We provide complete estimates before we begin.
How much does all this cost?
The Zeleration Software Stack offers SLAs ranging from $2 to $250 per device per month, depending on the required level of performance, redundancy, and storage.
Unlike our competitors, we evaluate each device based on the employee's requirements rather than model numbers or an arbitrary guide. For example, senior management needs full redundancy on all systems, while entry-level employees may only require a basic computer with cloud storage.
Technicians, engineers, and consultants charge a flat hourly rate, ensuring cost-effective pricing for all customers regardless of their SLA level.
Our rates are based on Kaseya's annual MSP Benchmark Report.
What does an SLA offer?
Zeleration Technology provides a 24/7/365 Help Desk and Ticket System to ensure customer satisfaction and that all tasks are balanced across available resources. Your SLA level determines your interaction within the Help Desk system.
For example, if your company is subscribed to our Basic SLA, technical issues must be submitted via our online portal. The Help Desk assesses each ticket based on Business Impact and SLA response time and assigns it to a technician. Almost all communication at a base SLA is electronic.
Premium SLAs have faster response times. Some larger businesses typically require shorter response times as technical issues can significantly impact productivity because more people are affected, or tasks are time-sensitive. Communication could be online, buy phone, and by pre-scheduled physical meetings.
How do SLA's work with patch and update
automation?
Our SLA's reflect the complexity of tasks required for 100% "update and patch automation" but also policy creation and improvement. Our automation tools are designed to reduce the cost of maintaining technology over time for common tasks.
Primary coverage includes updates for OS (Windows) and security software. However, even an entry-level computer could use hardware from a dozen manufacturers that issue updates, often related to security, and we can automate these too.
The same is true for any device i.e., network routers, switches, wireless access points, printers, and mobile devices connected to your network; these may require a higher SLA.
Finally, we have SLAs that include our ZBOT Technology, which continually "learns your network" and reports on issues based on customized policies we create just for your business.
How do SLA's work with policy management?
We provide PC, server, and network health policies in our basic SLA. At a minimum, these policies monitor RAM, disk space, and CPU capacity but also try to predict hardware failures requiring technician intervention.
Premium SLAs cover abnormal network activity, abnormal user behavior, and integration with security and audit systems, but we can create policies for almost anything supported by the device's operating system.
Our programming team has access to a vast library of shared scripts within the MSP community. We customize and improve scripts for any operating system using AI coding and testing to ensure security, reliability, and functionality.
How do SLA's work with reporting and compliance management?
Reporting and compliance management is limited to basic standard reports for entry-level SLA, semi-customized reports for premium SLA, and fully customized reports for the highest levels of SLA.
As the SLA levels increase, more automation and scheduling options are available. For instance, some clients may be required to test for regulatory compliance every quarter, while some have no such requirements or use equipment that is already compliant.
Zeleration builds compliance solutions from many vendors using Zero Trust Principles based on NIST Publication 800-207.