Service Level Agreement

In an effort to provide our valued customers and business partners with an increased level of support, access to additional specialized technical support services, an increased software product selection, and greater business planning services, we have implemented the Service Level Agreement (SLA).

WAC Consulting Group has developed and is now staffing a help desk that will provide knowledgeable support services from the hours of 7 A.M CST to 7 P.M. CST.  Our objective was to have an experienced person available by phone to ultimately eliminate the need to leave support requests on an answering machine.

1. A way for you to budget your on-going support requirements . . . a fixed fee versus an unknown annual cost.
2. Provide a guaranteed support response time.
3. Offer proactive analysis on your server’s operation and to proactively review the software logs to ensure today’s errors will not develop into larger problems.
4. Eliminate the hesitancy to call for support when a question about the software arises.
5. Provide a way for the employee that is creative and wants to make improvements to your internal process, to get their questions answered as to what is possible.
6. Offer extended support hours to those businesses that require it.
7. Offer the inclusion of software bug fixes and upgrades within the support agreement (determined by plan level).
8. Offer an annual planning / software review meeting to those customers that want to discuss, plan and budget for annual system and/or process improvement.

This is a WIN ~ WIN situation for everyone.  Your company is ensured a qualified support system that will understand how the implemented software has been installed.  This is critical in being able to quickly respond to and consult on your issues or need for support. 

For Michael Ericksen P.C., it provides recurring revenue that will help pay for the training, certifications, and the required employee investments made each year to support you.  I feel these on-going supports costs need to be recovered from the businesses that utilize this investment. 

We thank you for your continued support or your considerations in working with ME-PC.