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Service Level Agreements with truNorth

For those new to the managed IT rodeo, we like to have a clear understanding between us and you, potential client. By having a service level agreement (also known more easily as just SLA) we all have an understanding about the services truNorth is providing you, or in many cases, not providing you.

 

SLA that is Constantly Improving for You

We take everything that you do into consideration and will recommend or support whatever cloud, dedicated hosting, or managed service that you require. We are constantly improving our policies, procedures, and support processes with the client in mind. Our team works off of a ticket system that will help to track, monitor, and refine your issues as you report them or as we identify an issue and make you aware.

 

Always Access to Tech Support

Whether you choose managed or intensive, you always have access to truNorth’s dedicated support team – you never have to worry if you have the right SLA in that area.

 

Pay Only for the Service Level You Need

Need extended support for a software application that your company uses? truNorth can support any security, database, or professional service that you have running and in most cases is covered in our existing service level agreements. We can often support all your office elilminating the need for continuing paying for support through each vendor or manufacturer. We are in the business of knowing our clients and their company’s mission and vision – we know that paying more for what should be included is sometimes stressful. We hope to change that.

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Feature Managed Intensive
24x7x365 Support
100% Network Uptime guarantee
Hardware Replacement
URL, port availability and hardware monitoring
Managed firewall and VPN access
Tested OS patching
Bandwidth performance utilization
Managed data backups and restores
DDoS mitigation optional
Managed security services optional
Encrypted backups optional
Server virus scanning optional
On-demand Dedicated Support Team consultations
Guaranteed response times for support requests
Advanced system performance and device monitoring
Custom configuration trend performance

"They provided my organization with tailored professional services, advice, and support in an affordable SLA that helps keep my organization running."

Sara B. Executive Director, Action 22

24x7x365 Support - We are always there for you!

100% Network Uptime guarantee! We will make sure that your network never goes down. Hardware Replacement - URL, port availability and hardware monitoring. Not sure what this means? Just ask! Managed firewall and VPN access - VPN’s are essential for your remote workers! Tested OS patching - Keeping your security up to date! Bandwidth performance utilization - How much bandwidth does your office actually use? Managed data backups and restores - Keeping your data safe and easily accessible. DDoS mitigation - Keeping your network safe from attacks. Managed security services - Encrypted backups. Even more security! Server virus scanning - Extra important for business who save client information! On-demand Dedicated Support Team consultations - Because sometimes the needs of your business will change from day to day. Guaranteed response times for support requests - We will work with you to determine exactly what that time needs to be. Advanced system performance and device monitoring. Custom configuration trend performance - A before, after, and during snapshot of your performance.

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