Service Level Agreements

For a fixed monthly fee Ikonic Solutions provides a tried and tested incident severity and resolution management system. Based on an agreed impact and severity scale, Ikonic Solutions SLA’s guarantee uptimes to a desired level and resolve incidents to a timeframe that works for you – keeping your systems up and running so that you can hold true to your customer service commitments. Our SLA portfolio enables you to choose from a range of tailored services. Each one takes care of your entire server software stack and guarantees you won't spend a penny more to get all new features, upgrades, bug fixes, etc.

Support Packs

Ikonic Solutions Support Packs are discounted, pre-paid bundles of Ikonic Solutions time which give you access to all of our services, as well as a fully functional help desk and direct access to our project management and developer team. This gives you a convenient method of tapping directly into Ikonic Solutions professional services without the need to fill in work requests each time you need support. Because Ikonic Solutions timesheets are available in real-time through our extranet (see below) you always know how many hours have been used, on what, by whom and when. All work is timed live and down to the minute.

24x7 Support

Ikonic Solutions provides 24x7 support from its global pool of support engineers to cater for round the clock service requirements and emergencies.

Help Desk

Ikonic Solutions Help Desk services are provided as part and parcel of high-end SLA’s, giving you a pre-set bundle of support hours to use when needed.

Application Warranty

Ikonic Solutions provides application warranties with all of its Service Level Agreements. If at any time during the term of this Service Level Agreement Ikonic Solutions Suite fails to function in accordance with the Software Specification, and the Conditions of Warranty have been satisfied, Ikonic Solutions will immediately remedy the defect.

Client Extranet

Our client extranet enables you to transparently monitor the work that we’re doing on your behalf. This allows you (in real time) to review timesheets, log requests and make notes and give guidance on individual tasks.