Service Level Agreements

traditional Service Level Agreement (SLA) plans are designed for our appliance-based products and cover the hardware as well as the software, including software upgrades for feature and maintenance releases (except some features that may be separately priced or licensed).

Traditional SLA Plan Features

Available for all appliance-based solutions

Standard

  • Technical Assistance Center (TAC) support; Monday-Friday, 8 a.m.-5 p.m., local time; severity 1 support: 24/7/365
  • Five-day standard advanced replacement RMA shipment, with options for three-day or next-business-day service
  • Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)
  • On-site field support available (sold separately)
  • Technical Service Delivery Manager and lead field service engineer support (sold separately)

Premium

  • TAC support for all severity levels: 24/7/365
  • Three-day standard advanced replacement RMA shipment, with options for three-day or next-business-day service
  • Limited on-site field support for Severity 1 cases
  • Hardware and software maintenance and feature releases included (except features that are separately priced or licensed)
  • Technical Service Delivery Manager and lead field service engineer support (sold separately)
Rudraksha Technology Private Limited

RTPL support center is on-call for the 24X7 industry with a 24X7 support team of experienced and efficient engineers, and thus able to provide each customer with the very best in technical support.

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