Accuracy
Our team of experienced engineers deliver quality at every turn. We pride ourselves on operating to the highest standards.
Proficiency
SLA-based agreements and great expertise in the industry. You will struggle to find a higher-skilled team elsewhere.
Safety
Data security is at the core of what we do. Data breaches are on the rise, yet we make sure that you are not just another statistic.
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Complete SLA Based Services
Manage resources and processes more efficiently through the ITIL framework, all aligned to your business needs, improving efficiency and reducing costs. We don’t offer a one-size-fits-all solution in a box, but customized service level agreements to meet your specific business objectives.
Fast Turnaround
You won’t have to wait days and days for a response
Timely Resolution
It is always our aim to resolve any problems as efficiently as possible
Guaranteed Uptime
We assure your site will be online a certain percentage of a year
Data Security
Your security is our priority; don’t be the next victim of a data breach
Realtime Updates
Get updates as and when they happen; you’re never left in the dark
Round the Clock Availability
It’s always work hours somewhere, and we’re always available
What our Experts Can Do For You
Metrics reflect your needs, not our convenience, and can feature critical benchmarks such as Time Service Factors, Turn-Around Time, First Call Resolution, Average Speed to Answer, Mean Time to Recover, and more. Connect with the services that you need. Contact us today for more information about the services that we provide.
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ExterNetworks provides a broad range of Managed IT Services. Our team of highly qualified
and trained professionals are always ready to assist you around the clock.
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Resources
White Paper
A Guide to Managed Technology Services and its Role in Solving Current IT Challenges.
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Case Study
How to Meet Your Vision Through Core Strategic Operations Using Managed NOC
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Contact UsFAQ's
What is a Service Level Agreement (SLA) in IT services?
A Service Level Agreement (SLA) in IT services is a formal document that outlines the expected service levels between a service provider and a customer. It specifies metrics such as response times, uptime, and system performance to ensure a clear understanding of service expectations.
Why is an SLA important for businesses in New Jersey?
An SLA is crucial for businesses in New Jersey as it establishes accountability and service expectations from their IT service providers. This is particularly important in today's fast-paced digital environment, where reliable IT services can significantly impact operational efficiency and customer satisfaction.
How do SLAs impact IT service delivery and business operations?
SLAs serve as a foundational framework for IT service delivery, ensuring service providers meet agreed-upon standards. This impacts business operations by minimizing downtime, improving response times, and enhancing overall service quality, ultimately leading to increased productivity and customer satisfaction.
What is the difference between an SLA and a contract in IT services?
An SLA (Service Level Agreement) is a specific part of an IT services contract that outlines measurable service expectations, such as response times, uptime guarantees, and performance metrics. It defines the agreed-upon levels of service. On the other hand, a contract is a broader legal document that includes the SLA along with terms related to pricing, responsibilities, and legal obligations. While an SLA focuses on service quality and performance, the contract encompasses the entire business relationship, including terms and conditions beyond service levels.
What technical metrics should be included in an SLA for IT services?
Technical metrics in an SLA for IT services should include uptime percentage, response time, resolution time, service availability, and performance benchmarks. Incorporating these metrics ensures that the service provider can meet your business's specific needs.
How are uptime and system availability defined in an SLA?
In an SLA, uptime refers to the percentage of time a service or system is operational and available for use without interruptions, typically measured over a set period (e.g., 99.9% uptime). System availability is the proportion of time a system is fully functional and accessible, including factors like response times and the ability to perform critical tasks without downtime. Both metrics are crucial for ensuring reliable service delivery and meeting business expectations.
What is the role of performance metrics in SLAs for IT infrastructure?
Performance metrics in SLAs play a vital role in evaluating the effectiveness of IT infrastructure. They help businesses monitor service provider performance and ensure that the infrastructure is meeting operational requirements
How do SLAs handle incident response times and resolution?
SLAs define clear response and resolution times based on incident severity levels. Critical issues may require a response within minutes and resolution within hours, while less urgent issues have extended timelines. ExterNetworks ensures that response and resolution times are met with precision, leveraging our expert IT team and advanced monitoring tools to provide rapid, reliable support, keeping your business operations running smoothly without delay.
What are the standard response time expectations in a Service Level Agreement?
Standard response time expectations can vary based on the severity of the incident, typically ranging from a few minutes for critical issues to several hours for less urgent matters. ExterNetworks is committed to delivering timely responses to ensure minimal disruption to business operations.
How does an SLA ensure network security and compliance?
An SLA ensures network security and compliance by establishing clear security protocols, including data encryption, access controls, and incident response procedures. It also specifies compliance with industry standards such as GDPR, HIPAA, or PCI-DSS. With ExterNetworks, businesses benefit from comprehensive SLAs that not only meet security and compliance requirements but also integrate proactive monitoring, regular security audits, and quick remediation to mitigate risks, ensuring continuous protection of your IT infrastructure.
Can SLAs be customized for specific IT service needs in New Jersey?
Yes, SLAs can and should be customized to meet the specific needs of businesses. ExterNetworks specializes in offering tailored SLAs that reflect the unique requirements of each client, enhancing service relevance and effectiveness.
What factors should be considered when designing an SLA for a managed IT service provider?
Key factors to consider include the specific services provided, business goals, industry regulations, and acceptable performance metrics. Ensuring alignment between the SLA and organizational needs is essential for effective service delivery, and ExterNetworks can assist in this process.
How do SLAs differ for cloud services versus on-premise IT support?
SLAs for cloud services typically focus on availability, uptime, and data security, as cloud providers manage the infrastructure. In contrast, SLAs for on-premise IT support involve more specific details about hardware maintenance, network management, and local service response times as businesses handle the infrastructure themselves.
What tools are used to track and monitor SLA compliance in New Jersey businesses?
Businesses typically use monitoring tools such as ticketing systems, dashboards, and reporting software to track SLA compliance. ExterNetworks can integrate these tools into your existing infrastructure, providing transparency and accountability.
How does an SLA address service disruptions or breaches?
An SLA typically addresses service disruptions or breaches by outlining specific procedures for identifying, reporting, and resolving such issues. It includes defined response and resolution times based on the severity of the disruption, ensuring that the service provider acts promptly to restore services. The SLA may also specify penalties or service credits if the provider fails to meet the agreed-upon service levels. Additionally, the agreement often includes escalation procedures to address unresolved issues, helping to ensure that the business's needs are prioritized and disruptions are minimized.
What happens if an SLA is not met for a business in New Jersey?
If an SLA is not met for a business in New Jersey, the service provider may be held accountable according to the terms outlined in the agreement. Typically, this can result in penalties such as service credits, discounts, or other compensatory measures to address the breach. In some cases, the business may also have the right to terminate the contract or seek legal action, depending on the severity of the SLA violation. The specific remedies will depend on the SLA's clauses, and both parties are encouraged to follow the escalation process for resolution.
How is customer support affected by the terms of an SLA?
Customer support is directly impacted by the terms of an SLA as it sets clear expectations for response times, issue resolution, and service availability. The SLA typically outlines how quickly support must be provided, the level of support (e.g., 24/7 or business hours), and the specific processes for handling escalations or high-priority issues. It ensures that both the service provider and the customer are aligned on service standards, promoting efficient and timely support. If the terms are not met, the SLA may specify penalties or remedies, ensuring that customer satisfaction is prioritized.
What steps should businesses take if there is a dispute regarding SLA compliance?
If there is a dispute regarding SLA compliance, businesses should first review the SLA terms to identify the specific breach or issue. They should then communicate directly with the service provider to discuss the problem and attempt to resolve it through negotiation. If the issue remains unresolved, businesses can escalate the matter through formal dispute resolution processes outlined in the SLA, such as mediation or arbitration. Documenting all communications and actions taken is crucial for legal protection and future reference.