|
Services
Consultancy
Implementation
CSLA
R & D
|
|
 |
CSLA's (Customer Service Level Agreement)
Our client's customers needs change from time to time, perhaps the initial solution was to track low value consignments during the twilight hours, so the BRONZE CSLA would have been sufficient.
However if the requirements changed to a more sensitive higher risk consignment, it may be necessary to upgrade the CSLA accordingly, it is for that reason we offer a comprehensive range of contracts.
Vehicle hardware |
Bronze |
Silver |
Gold |
Gold+ |
|
Repair/replace at nearest depot/location |
x |
x |
x |
x |
Repair/replace at nearest depot/location Priority |
|
|
x |
x |
Repair/replace at vehicle |
|
x |
x |
x |
Retro-fit |
|
|
|
x |
24/7 coverage UK only |
|
|
|
x |
4 HR response (subject to road conditions) |
|
|
x |
x |
8 HR response (subject to road conditions) |
|
x |
|
|
24 HR response |
x |
|
|
|
Monday to Friday 0800-1800hrs |
x |
x |
|
|
Saturday 0800-1300hrs |
|
x |
|
|
European coverage |
|
|
|
x |
Hardware support calls |
|
x |
x |
x |
Account managment visit monthly |
|
|
x |
x |
Account managment visit quarterly |
|
x |
|
|
Account managment visit half-yearly |
x |
|
|
|
|
Software |
|
Software upgrade (remote) |
x |
x |
|
|
Software upgrade (site visit) |
|
|
x |
x |
Refresher training days 2 |
x |
x |
|
|
Refresher training days 4 |
|
|
x |
|
Refresher training days 6 |
|
|
|
x |
|
Telephone support |
|
24/7 coverage UK only |
|
|
x |
x |
Monday to Saturday 0800-1800hrs |
x |
x |
|
|
Response time hot line live |
|
|
x |
x |
Response time hot line 60mins |
x |
|
|
|
Response time hot line 30mins |
|
x |
|
|
|
