Service Agreement

A Service Agreement is a tailored form of cooperation based on the number of IT assets in your organization. The service cost is calculated using our dedicated pricing calculator.

Under the Service Agreement, working hours are not billed. The monthly fee is a fixed amount based on the results of an initial hardware audit. You can estimate the approximate value of your Service Agreement using the calculator. All service requests are handled through the Helpdesk portal or via phone.

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Service Agreement – Operating Principles

SLA:01 – Standard Requests
Response time for correctly submitted standard service requests is a maximum of 4 business hours from the moment the request is logged.

SLA:02 – Critical Requests
Response time for correctly submitted critical service requests is a maximum of 2 business hours from the moment the request is logged.

SLA:03 – Issue Resolution
Issue resolution time is a maximum of 24 business hours, provided the solution does not depend on third-party vendors.

Business Hour Definition
Business hours are counted between 08:00 and 17:00, Monday through Friday. For example, 10 Business Hours may represent the time between 10:00 on the current day and 09:00 on the next business day.

BOIT is obligated to process every request submitted by email, by phone as specified in the agreement, or through the Helpdesk portal.

All cooperation terms are individually aligned based on the client’s requirements and the results of the initial audit.

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Service Agreement – Costs

• 0 (zero) hidden fees.
• The service cost is fixed and depends solely on the number of IT assets in your company.
• An approximate monthly cost can be generated using our Service Agreement Calculator.

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Scope of the Service Agreement

The Service Agreement includes the following services:

• Proactive network monitoring
• Proactive monitoring of critical devices
• Replacement of the internal IT department with a specialized team of BOIT technicians
• Network administration
• Server administration
• Email administration
• Website administration
• Helpdesk portal support
• Backup of critical devices and configuration backups
• Log server operation and verification of critical alerts (GreyLog)
• Deployment of updates outside standard business hours
• IT consulting and advisory
• Centralized IT management
• On-site visits

An integral part of the Service Agreement is continuous monitoring of critical devices, automated alerts, and proactive actions performed by the BOIT operations team.