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At THANASI Infotech, we provide structured and transparent IT support with clearly defined Service Level Agreements (SLAs) to ensure your business operations run smoothly with minimal disruption.
We promptly identify and resolve incidents to minimize business impact. Our team works diligently to restore normal service operation as quickly as possible.
We identify the root causes of recurring incidents and implement permanent solutions to prevent future issues, improving your IT stability.
We constantly analyze performance metrics and feedback to enhance our service quality, adapting to your evolving business needs.
THANASI Infotech provides clear Service Level Agreements to ensure reliable and timely IT support for your business operations. Our SLAs are structured based on ticket priority levels:
| Priority Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | System-down situation affecting multiple users or critical business functions | 15 minutes | 4 hours |
| High (P2) | Significant impact on business operations with workaround available | 30 minutes | 8 hours |
| Medium (P3) | Limited impact on individual users or non-critical functions | 2 hours | 24 hours |
| Low (P4) | Minor issues or service requests with minimal business impact | 4 hours | 48 hours |
Submit your IT support request through our dedicated portal, email, or phone. Each request is automatically assigned a unique ticket number for tracking.
Our experts evaluate your request and assign a priority level based on business impact, number of affected users, and availability of workarounds.
A technical specialist acknowledges your request within the guaranteed response time and begins working on the issue.
Our team implements the solution or workaround within the SLA timeframe and verifies that the issue is fully resolved.
We confirm your satisfaction with the resolution before closing the ticket, ensuring quality service delivery.
Contact THANASI Infotech today to discuss your IT support needs and how our SLA-based services can benefit your business.
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