A SAGE Group Company

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 

 

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Service-based SLAs

Choose from our standardised Gold, Silver and Bronze SLAs. These can be tailored to  suit your unique requirements and budget. 

Choose your level of services for: 

> 24/7 emergency breakdown support

> Guaranteed response times

> Preventative and predictive maintenance services

 

 

 

 

 

  • 24/7 on-site response 
  • Guaranteed response times
  • Preventative maintenance services
  • Hourly rate discounts


 

  • Remote support via the NOC
  • Unlimited user access to SAGE Go app & SAGE Portal including: fault log, status, video-enabled support, self service diagnostics, maintenance status and history
  • Remote Service Module lease discount

 

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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 including: 

 

 

 

  • 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
  • Annually budgeted block hours to use as you wish
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Remote support SLAs

If your site is remote, or even in an outer metro area, our remote support SLAs will help you save on mobilisation costs. 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. 

  • Zero mobilisation costs
  • Remote fault identification and resolution 
  • Remote Service Module (RSM) connection
  • Resolve faults using your onsite team with support
    from our Assisted Visual Support Tool

 

  • Enables remote site commissioning
  • Access to NOC performance data for continuous improvement and ensured asset availability
  • Annual, monthly and 24 monthly RSM lease options
       
View Remote Technical Support

SLA case studies

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Silver Service innovation gets Castrol up in downtime

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

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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…

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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?

Request more SLA information via the form below.

 

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