Fluidata has launched a new service level agreement, SLA+, to give customers a standard guarantee of service uptime and a higher level of compensation if their service is down.
The service level agreement – which increases compensation from normal Service Level Agreement (SLA) levels if the service is down – has been introduced on the back of customer demands and highlights Fluidata’s commitment to support and customer service.
Customers will receive a monthly performance report which details any downtime with information on tickets and performance of the business as a whole. Any payment owing will be automatically calculated as a percentage of the monthly fee and repaid.
“High-speed Internet access is essential for businesses to operate”, says Piers Daniell, Managing Director, Fluidata.
“Companies want assurances that they won’t have any disruption to their service, which could cost them heavily. We can give that assurance, and our SLA+ is proof of our commitment to customer service. Service levels like this are essential now in our industry especially around measures like Jitter, Packet Loss or Latency.”
Fluidata’s standard SLA has also been improved, offering higher compensation (in some cases up to 40% higher than previously) for downtime. Fluidata is so confident of service levels that both SLA and SLA+ offer clients on annual contracts the option to cease their service early if they have consecutive breaches to their SLA. This is something that allows Fluidata to stand out and above their competitors by putting their customers first and having high levels of confidence in the services they are delivering.