Solution

Service Level Agreements

IT support contract for businesses. Choose the right Service Level Agreement for your business: Essential, Extensive, or Exclusive.

The right IT support for your business with our service contracts

A Service Level Agreement (SLA) Helps your organization clearly define IT support, response times, and service levels. This allows you to minimize downtime, ensure the continuity of critical processes, and keep your IT infrastructure reliable and secure. All of our agreements offer certainty and efficiency. Discover how our SLA solutions can strengthen your organization!

Find Your Ideal SLA

Discover our service agreements

You choose one SLA formula This applies to all your solutions, such as Business Central (SaaS) – ERP, Modern Workplace, Customer Engagement – CRM, and E-Business – E-commerce. This ensures a consistent service experience and clear agreements.

Essential ⭐

For businesses that need a reliable basic service. You'll receive support within a reasonable timeframe for critical issues and have a point of contact for complex questions, while managing most matters on your own.

Check out Essential

Extensive ⭐⭐

For organizations that want a guaranteed response time and expect more proactive support. This tier provides advice, optimizations, and guidance on updates, with a dedicated point of contact to ensure continuity and efficiency.

View Extensive

Exclusive ⭐⭐⭐

The most comprehensive service For companies that want maximum speed, complete peace of mind, and comprehensive monitoring. You’ll receive priority support, proactive advice on changes, and a dedicated point of contact for all your IT services within Alistar.

Watch Exclusive

Compare our SLA packages

What's included in the basic package?

In addition to these basic components, the agreement always includes additional service components for each integrated solution for your IT environment, such as ERP (SaaS), CRM, E-commerce solution or Modern Workplace.

✔ Fast and guaranteed response times in the event of incidents, depending on priority.
✔ Remote support and phone support.
✔ Access to the support portal for logging and tracking tickets.
✔ Functional Support when using your applications.
✔ Monitoring and Follow-up of agreed-upon service levels.

	Essential ⭐	Extensive ⭐⭐	Exclusive ⭐⭐⭐
Incident Management
Service Desk Portal Logins	2	3	5+
Response Times – Priority 1	2 hours	2 hours	1 hour
Target Resolution Times – Priority 1	8 hours	6 hours	4 hours
Problem Management
Model	Reactive	Proactive	Proactive
Analysis of Recurring Incidents	❌	✅	✅
Service Level Management
Personal SLA Manager	❌	✅	✅
SLA Report	❌	✅	✅