Comwell Systems Group Inc. provides Service Level Agreement to major clients as a commitment to quality assurance.

A true client oriented Service Level Agreement answers four questions:

  1. What are the IT services provided?
  2. How the service provider is going to deliver such services?
  3. What measures are used to monitor and consistently improve the delivery?
  4. What happens if the service is not delivered?

By instituting a Service Level Agreement, the expectations and requirement of both parties will be clarified and solidified. Specifically, the following features will be documented to provide the client a clear picture of

Comwell’s responsibilities and level of services:

  • network planSupported Environment
  • Services Provided
  • Comwell Service Technology
  • Response time of Single Point of Contact
  • Response time of Service Technicians
  • Severity Levels and Recovery times
  • Communications Protocol
  • Call and Escalation Management
  • Customer Surveys and Quality Assurance
  • Quality of Service Commitment (penalty clause)
  • Reporting and Service Management

Comwell is a First Class IT Service Provider that places heavy emphasis on client satisfaction and quality assurance. With our extensive Service Level Agreements, our clients can expect only certified network engineers and experienced programmers providing timely services on IT planning, network administration, technical support and application development.

No vendor in the IT Outsourcing business promises and delivers more than Comwell. Take a look at our Quality of Service Commitment, the one feature most vendors that provide Service Level Agreements avoid and Comwell is committed to:

Our Commitment (hardware): Comwell commits to deliver tested and approved hardware and warrants it from any manufacturing defects for the warranty period stated on the invoice.

Your Remedy: For any hardware sold to the Client by Comwell that fails to perform according to manufacturer’s specifications, the Client will receive, at no charge, same day on site service, if the service request is received before 12PM PST during normal business hours. At no cost to the Client, a loaner will be made available to the Client under the following conditions:

  1. the Client’s hardware is under warranty
  2. the Client’s hardware is purchased from Comwell
  3. the Client’s hardware has been out of service for more than 5 business days.

Our Commitment (software): Comwell commits to deliver licensed and approved software and to take the greatest care in the installation and treatment of the software products.

Your Remedy: For any software sold to the Client by Comwell that fails to perform according to manufacturer’s specifications, Comwell will provide the Client assistance, free of charge, in accessing technical support from the software vendor. Any software sold to the Client by Comwell that fails to install the first time due to software product defect will be replaced and as such, re-installation of the said software will be free of charge.

Our Commitment (service): Comwell commits to deliver proficient, professional and proactive managed IT services in a timely manner to the Client.

Your Remedy: For every time a service technician arrives at the Client site 15 minutes beyond arrival time approved and agreed upon between Single Point of Contact and Originator for the respective work order, the Client will receive one free hour of labor during normal business hours by the same service technician as a credit to the billable hours agreed. This credit will be reflected on the invoice for the work order and reported in the statistics summary.

The above is just a brief example of the length Comwell goes, on a daily basis, to provide managed IT services to our clients. Comwell is committed to bringing our clients the best outsourcing IT services in the industry.