ICT Service Level Agreements

ICT Service Level Agreements


ICT Service Level Agreements

Phase1 offers tailor made Service Level Agreements (SLA) for all solutions that we deploy across our comprehensive range of products.

Our highly rated technical support services are available 24x7x365 basis for our SLA customers, making Phase1 there for you, anytime all the time.

Our Service Level Agreements represent our promise to deliver on your ICT requirements within time and within budget. We create our SLA’s based on hours covered and the priority of your issue.

Priority is based on two factors:


  • Low – one person or small group of people affected.
  • Medium – A department or large group of people affected.
  • High – Organisation-wide issue.


  • Low – These include easily-solved issues.
  • Medium – The operations of your business are affected to a marginal degree. This usually has a reasonable solving time.
  • High – Your organization faces a critical issue that affects major business processes.

Some of the benefits of Phase1 SLA’s:

  • You see the goals of the agreement
  • You receive guaranteed variables such as hours of service and number of issues covered
  • Having full portal access to Phase1’ hosted FortiAnalyzer provides customer deep insights into advanced threats through Single-Pane Orchestration, Automation & Response for your entire attack surface to reduce risks and improve your organization’s overall security. Comprehensive reporting at your fingertips.
  • You get project timelines based on our analyses
  • Mutual responsibilities are laid out for the customer and us as the service provider.

  • See our full range of services


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