SLA Plans
We offer specialised services tailored to system integrators, recognising the unique needs in the ever-evolving audio-visual landscape. Collaborate with us for comprehensive consulting, ensuring the success of each AV project with detailed system validation and proactive preventative maintenance services. These services ensure system longevity and reliability through regular inspections and testing.
Our Service Level Agreements (SLA) contracts redefine AV support. They provide system integrators with priority access to expert support, swift issue resolution, and a dedicated technical resource. This personalised assistance goes beyond conventional models.
Our efficient programming and configuration services optimise AV system performance, guaranteeing compatibility with the latest upgrades. We simplify engagement through user-friendly online forms, offering a convenient platform for consultations, technical support, and project inquiries.
Trust our expertise in equipment installations for flawless AV setups, ranging from dual-display video conferencing systems to digital signage systems. Our meticulous approach ensures seamless integration, configuration, and fine-tuning, delivering excellence at every stage of your AV projects.
SLA PLAN
Comparison
Our SLA Plans provide a range of service hours, features, and benefits designed to accommodate your changing requirements. These plans offer flexible support options and the ability to carry over and advance SLA hours, ensuring optimal utilisation of your resources. They include comprehensive technical support, priority levels, and efficient management of SLA hours to maintain the smooth operation of your AV systems.
DEDICATED
Support Desk
The Support Desk is a platform designed to streamline the support process and make it easier for clients to log support requests. The Support Desk seamlessly transforms customer interactions into support tickets, guaranteeing all requests are captured and managed effectively. Clients can initiate support through the following channels:
Clients can send enquiries, complaints, and requests to support@planit-tech.co.za. The dedicated ticketing system will automatically convert emails into support tickets.
Clients can capture support tickets from their website using feedback widgets for quick assistance. For more detailed information, they can explore advanced web forms with customisable ticket fields.
Clients can contact us via phone for immediate responses. If a support call is required, we can convert these phone conversations into support tickets. Our support team is prepared to assist you promptly, addressing your questions and concerns efficiently.
Clients can reach out to us via WhatsApp for immediate, tailored communication. If a support call is necessary, we will effortlessly transform WhatsApp exchanges into support tickets.
The Support Desk also allows for the automation of various tasks using workflow and SLA rules. This streamlines ticket assignment, service escalations, notification rules, and time-based actions, allowing for prompt and efficient support. Additionally, the Support Desk provides customisable and scheduled reports, happiness ratings, and a graphical dashboard to help analyse customer satisfaction and make data-driven decisions.
MAXIMISING
Flexibility
Rollover Hours
All plans have the advantage of carrying over unused Service Level Agreement (SLA) hours. Any SLA hours not used within a given month will automatically transfer to subsequent months. Hours brought forward will be limited to the number of hours allocated per month of the chosen plan.
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Advancing of SLA Hours
Enhanced and Exclusive SLA clients have the option to advance their hours for proactive allocation. This means they can use hours from the following month in advance, providing more flexibility in managing their usage. This feature carries the same limitation as rollover hours, where the maximum hours being advanced is limited to the amount allocated to the respective plan per month.
Top-up Hours
Exclusive plan clients have the flexibility to purchase additional hours in increments of thirty (30) when they have exhausted their monthly allocation and advanced hours. This allows them to continue using services without incurring out-of-bundle charges. As a result, Exclusive plan clients can manage their usage more effectively and continue to enjoy the benefits and favourable rates associated with their plan.
Consultation Hours
The Enhanced and Exclusive plans include the additional benefit of complimentary consultation hours throughout their contract duration. If a client wishes to utilise our Consultation services, we can customise and determine pricing on a per-project basis through negotiation. Please note that consultation fees, distinct from our standard service charges, are applicable to consultation services and require a separate Purchase Order for processing.