Service Level Agreements

At GDS we understand the importance of providing our clients with a level of service that surpasses market expectation. Through our years of client service experience, GDS has tailored three distinctive service level agreements (SLA) which provide our clients with options that suit their specific needs. Our client service liaisons will gladly facilitate should a client wish to customise an individual SLA, or add extra features to an existing package.

Level 1

Level 2

Level 3

Access to Emergency
Callout number.

Access to Emergency
Callout number.

Access to Emergency
Callout number.

Next business day on site response.

 

Same day on site response for calls logged before 09h00. Next business day for calls logged after 09h00.

Same day callouts with response time of 4 (four) hours including weekends and holidays.

 

On site Coverage Period, 09h00 to 16h00 weekdays, excluding holidays.

On site Coverage Period, 09h00 to 16h00, including weekends and holidays.

On site Coverage Period, 24 hours a day, including weekends and holidays.

Telephone support between the hours of 08h00 to 16h00 weekdays, excluding holidays.

Telephone support 08h00 to 16h00, weekends and holidays included.

Telephone support 24 hours a day, weekends and holidays included.