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SLA AGREEMENTS

An SLA agreement guarantees IT Support at the drop of a hat. An agreement is settled upon between you and Superlink regarding the number of hours and call-outs required on a monthly basis. We use a standardized rate based on the number of computers and servers on site and include the necessary call-outs based on the nature of the business or clients needs.

Other benefits include: discounted rates on equipment and hardware, site visits to suit your schedule and environment.

 

WHAT IS AN SLA AGREEMENT?

An SLA Agreement is a contract that determines the level and number of hours of support you or your company requires every month. Agreements are calculated in various ways but as a standard, we take into account the number of computers & servers, network size, running systems and infrastructure.

WHAT ARE THE BENEFITS?

Dedicated support. Predetermined support package customized to your needs. Lower overall cost for support hours. Hardware and equipment at cost.

 

WHAT IS COVERED?

By default, all aspects of your needs are covered. Changes can be made at any time to specify exactly what you want us to support.

IS AN SLA AGREEMENT RIGHT FOR ME?

In almost all cases, YES. It gives you the peace of mind in knowing that all your IT Support needs are covered every month.

 

 

ON DEMAND IT SUPPORT

Private clients are those who prefer a pay-as-you-go setup. We are still always there and willing to help no matter how big or small your problem may be.

WHAT IS ON DEMAND IT SUPPORT?

On demand IT Support is IT Support as you need it. There are no contracts and each call-out is an individual job.

 

WHY USE ON DEMAND IT SUPPORT?

No contracts. Pay-as-you-go.

 

WHAT IS COVERED?

All aspects of Support are covered. Support is billed by the hour or based on an agreed quote prior to work starting.

  

IS ON DEMAND IT SUPPORT RIGHT FOR ME?

This type of support is ideally suited to Individuals or small or startup businesses. It gives you the freedom to control how much assistance you or your company utilize.

 

 

IT Support

Day to Day Support

Everybody has experienced the occasional need for some on-the-spot training or resolution to an IT problem. Super Link offers on-site and off-site support, as well as telephonic assistance to all clients. Whether it’s a printer that isn’t printing or a program that isn’t working correctly, Super Link can assist in most cases.

We are able to assist with common issues as below:

  • Printer issues – All makes and models including POS receipt printers
  • Email – Outlook, Gmail etc
  • Application software – Microsoft office suites etc
  • Sluggish computers – Optimize system for better performance

 

Software Support

Upgrading and updating software is crucial to preventing compatibility and potential security breaches within your computer network. It is important to keep your software updated and ensure that any service packs or hotfixes are applied in order to maintain system stability.

Super Link technicians are Windows environment trained and specialize in windows based server software and applications.

 

Hardware Failure

The most common causes for hardware failure in South Africa are power related. Power surges, spikes or sudden outages can damage hardware irreparably & in the process, cause data corruption and loss. Data recovery is an extremely expensive service and why we recommend our S.L.A.B system and hosted exchange packages for all computers.

Super Link has experience with most makes of PC’s & Laptops and can often repair the computer on-site. In certain instances, the computer will be booked in at our offices for thorough analysis and repairs.

 

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