A SAGE Group Company

24/7 Support: 1800 724 373

Service your way

SAGE can customise a Service Level Agreement (SLA) specific to your business needs, at a level that suits your budget.

Our SLAs ensure you recieve priority response times for unexpected breakdowns, as well as your choice of scheduled preventative services.

Join our many clients already enjoying peace of mind with specialist, personalised support 24 hours a day, 7 days a week, 365 days a year. We commit to, and deliver, exceptional service support. 


Our service packages: 

  • Service-based SLA
  • Customer-based SLA
  • Remote SLA 



Service-based SLAs

Choose from our standardised Gold, Silver and Bronze level SLAs.

These can be tailored to suit your unique requirements and budget. 

All levels include: 



  • Agreed priority minimum response times
  • Preventative and predictive maintenance services
  • 24/7 site response from a local technician
  • Shift coverage and holiday support



  • Hourly rate discounts based on your SLA level
  • Remote Service Module lease discount
  • Annual retainer for Silver and Gold levels



Customer-based SLAs

Customise the type of support you receive through our bespoke SLAs.

This option helps you balance your budget, avoid additional admin and schedule work hassle-free, when you need it.

Customer-based SLAs enjoy all the Service-based SLA options, plus added flexibility.



  • Your choice of included maintenance hours
  • Your choice of scheduled services including: instrumentation calibration, control system backups, shift coverage hours, spare parts management, network audits, safety audits and other preventative maintenance. 
  • Priority breakdown support

  • Annual budget, flexi hours to use as you wish

  • No purchase orders for work delivered under the SLA

Remote support SLAs

If your site is remote, or even in an outer metro area, our National Operations Centre (NOC) supports you in remotely resolving faults and improving your uptime.  This option is also suited to operations with multiple sites that require access at critical times in order to swiftly resolve faults.

Remote support options can be paired with onsite support to suit every need. 

  • Remote tech support via the 24/7 NOC
  • Minimum 15-minute response time
  • Zero mobilisation costs 
  • Remote fault identification and resolution via the NOC


  • AR and video-enabled support
  • Remote system maintenance and patching
  • Disaster recovery
View our remote support services

SLA case studies


Silver Service innovation gets Castrol up in downtime

This SLA has seen Castrol recover quickly in breakdowns, saving considerable downtime and costs...


Keep the planes flying: how we support Airport control systems

A long-term partnership with Adelaide Airport has seen more than 40 projects completed and a Gold SLA…


From ship to shore: SLA provides round the clock support

Inco Ships is an Australian Ship Management company, who manage and operate ships from conventional...

Are you ready to ensure business continuity?

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