Service Level Agreement Overview
Service Scope: Client and SBT Partners Responsibilities
Service Scope: Client and SBT Partners Responsibilities
Technology support services are provided through a seamless collaboration between SBT’s internal Helpesk, Technical Account Management (TAM) & Professional Services Team. To ensure the best possible support this Service Level Agreement (SLA) outlines the specific software, services, and responsibilities provided by SBT Partners in concert with its partners.
Note: This SLA is subject to modifications in response to changes in technology services and support needs.
The SBT Helpdesk services will be available 24×7 (Platinum) or 8×5 Mon-Fri (Gold).
Phone: The Helpdesk can be reached at 855-SBT-SERV or 855-728-7378
Email: Support@sbtpartners.com
SBT Support Agent: Located in the system tray on each managed device
Technicians will triage and make every effort to resolve issues remotely. A ticket will be created for each call received by the SBT Helpdesk. SLA for response is 2 hour.
When a call is received by the Helpdesk, it will be answered by a Level 1 or 2 technician. If the incoming request can be handled within 30 minutes, that same technician will remain on the call to resolve the issue. If the representative estimates that the incoming request will take longer, he/she will either escalate the call to a Level 3 technician or Senior Engineer (if immediately available), or inform the caller that the issue will be assigned to a Level 3 technician and end the call.
If all technicians are unavailable, the caller will have the option of leaving a voicemail. In such cases the Helpdesk will listen to the voicemail, create a ticket, and place the ticket in the Helpdesk ticket queue. The ticket will then be assigned to a Level 2 technician.
The technician will respond based on ticket priority.
The SBT Helpdesk will make every effort to resolve the issue immediately on the phone at the time of the service call. This will be the initial method for resolving issues provided that there is a Level 2 technician available. Tickets opened via voicemail or email will be assigned a priority based on the nature of the issue. Requests will be handled in the order received unless a critical priority issue takes precedence.
NOTE: 95 Percent of all tickets are able to be resolved remotely via the Helpdesk
Note: This scope of work is subject to change and modification as needed and without notice.
Windows/MAC Services:
Mobile Device Support:
The following are examples of common items that are not covered by SBT Helpdesk services and would result in a separate Statement of Work and be billed as a project:
SBT will provide best-effort support on any PC hardware brand and attempt to work with the manufacturer to resolve issues. SBT will not be held responsible for any issues that are unable to be resolved by escalation to the manufacturer.
All third party software will be supported on a best effort basis or escalated to the TAM assigned to the account. Third Party Applications require vendor support for anything more then basic trouble shooting.
In order for SBT Partners to deliver the Help Desk services described, the following conditions need to be met: