In an SLA, agreements are made about, among other things, the expected quality and speed in the solution of a malfunction. But also about preventive management and the degree of security.

Another important aspect for your choice of the right SLA is the cost. Do you want monthly lower costs but receive an invoice for each incident or do you choose to be completely unburdened without additional costs?

SLA Gold is an agreement in which you are completely serviced by CNE, both preventive and proactive and of course when a fault occurs. No unexpected hours for providing support and a super-fast response time of 2 hours in case of calamities. All systems included in the SLA are monitored 24/7 by CNE. On a regular basis an engineer from CNE comes to the site to perform system administration. Anti Virus and Anti Malware licenses are included.

SLA Silver is an agreement in which a CNE engineer takes action on a calamity within 4 hours via a remote connection. The hours that are remotely made for this are included. The hours that are made on location for a category II and III incident are also included. All systems included in the SLA are monitored 24/7 by CNE. Anti Virus and Anti Malware licenses are included.

SLA Bronze is an agreement in which a CNE engineer takes action on a calamity within 8 hours via a remote connection. The hours that are made for this are included. The hours that are made on location will be charged. Anti Virus and Anti Malware licenses are NOT included. Your systems will not be monitored.

When no SLA is closed we can not guarantee response time but we always work on the basis of Best Effort. All hours incurred are charged at the normal hourly rate. No Antivirus / Anti malware is provided and systems are not monitored.