This knowledge base article on RBTF MSP/MSSP/CSP – Services Level Agreement – SLA, comes into force on 01.06.2024.
This article does not apply to the Services Level Agreement (SLA) in the sense of general requests made to RBTF OÜ. This article therefore only applies to customers with an IT contract with RBTF OÜ.
The reason for the entry into force is the change within the RBTF OÜ.
Until now, there was no specific service level agreement on the part of RBTF OÜ. This will now be changed on 01/06/2024.
RBTF’s aim is to continue to offer its customers a great service in terms of the IT landscape.
What does Service Level Agreement (SLA) mean?
The Service Level Agreement, also abbreviated to SLA, means the time within which a support enquiry must be responded to. If a company has a service level agreement with a customer, e.g. 2 hours, the company must respond to the enquiry within 2 hours.
In a broader sense, this means that in some contracts the company has to pay a penalty to the customer if the SLA time and thus the 2 hours mentioned in the example are exceeded.
What will apply to RBTF customers in the future?
All RBTF customers receive a Service Level Agreement (SLA) with their sales offer, which they must agree to.
All existing customers will receive an additional contract with the new RBTF SLA guidelines before 01.06.2024.
What do I do as a customer if I do not want to agree to the SLA conditions?
RBTF will continue to support you as a customer, but accepts no responsibility if a ticket is rejected within the new SLA period.
Furthermore, the RBTF will only accept complaints in exceptional cases, as there is no SLA to which the RBTF would be bound.
A possible example of this would be if a customer’s IT infrastructure stopped working and the RBTF as MSP only responded to the problem 48 hours later, which has never happened before and will not happen in the future.
