{"id":19928,"date":"2020-11-03T14:01:31","date_gmt":"2020-11-03T14:01:31","guid":{"rendered":"https:\/\/mactwin.com\/services\/service-maintenance\/service-level-agreement-sla\/"},"modified":"2025-10-30T13:52:18","modified_gmt":"2025-10-30T12:52:18","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/mactwin.com\/en\/services-2\/services\/service-level-management\/service-level-agreement-sla\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"

Service Level Agreement: PermanentProtectionTM<\/sup><\/h3><\/h1><\/div>
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\u2022 A Service Level Agreement that fits like a tailored suit
\u2022 Always assured of optimal security
\u2022 Save significantly on costs
\u2022 Customized unburdening<\/p>\n<\/div>

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PermanentProtectionTM<\/sup> Delivers Service with Care<\/h3><\/h1><\/div>

With the PermanentProtectionTM<\/sup> SLA from Mactwin, you choose the time windows and response time within which you want technical support. If remote support is acceptable, we will support you remotely.
We can then respond faster and significantly reduce your costs. Do you want maximum certainty and avoid surprises? Then you can cover the costs for Management & Maintenance with a fixed amount per month. <\/p>\n<\/div>

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Maximum Unburdening<\/h3><\/h1><\/div>

Because good security also depends on other factors, Mactwin goes beyond offering standard options for Management & Maintenance with response times and time windows. You can also opt for remote Management & Maintenance, Control Room and Monitoring Services, Remote Application Management and the deployment of a Security Coordinator.<\/p>\n<\/div>

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Your PermanentProtectionTM<\/sup> SLA Assembled Quickly<\/h3><\/h1><\/div>
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Assembling your own PermanentProtectionTM<\/sup> SLA is easy, arranged in 3 steps. Depending on your wishes, systems or software, you choose:<\/p>\n<\/div>

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<\/i><\/i><\/span>A Module with the Appropriate Level of Support for You<\/span><\/a><\/h4><\/div>
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You have the choice of Management & Maintenance on location or remotely. If you choose remote Management & Maintenance, we will manage and maintain your systems for a fixed amount per month remotely from the Remote Operation Center. We will only come to your location if there is no other option. <\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>An Associated Response Category<\/span><\/a><\/h4><\/div>
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Depending on the risk profile of a location, the impact of a malfunction on your organization and the certainty you desire, you choose a response category (possibly per type of system). This determines the maximum response time and the time window (for example, 24\/7 or only during working hours) within which we resolve malfunctions in your systems. <\/p>\n<\/div><\/div><\/div>

<\/i><\/i><\/span>One or more Additional Modules<\/span><\/a><\/h4><\/div>
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Depending on the extent to which you want to be further unburdened, you choose an additional SLA module. By integrally assigning more activities and responsibilities to us, you can realize benefits in terms of quality, knowledge, costs and effectiveness of measures. This gives us an integral insight into your security situation and allows us to proactively optimize measures. <\/p>\n<\/div><\/div><\/div><\/div><\/div>

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Ask your question to our experts<\/span><\/h1><\/div>

In case of any questions, our staff is here to help. They will gladly make your wish into a suitable solution. <\/span><\/span><\/p>\n<\/div>

Contact us<\/span><\/a><\/div>
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