What is a Service Level Agreement (SLAs)

Understanding Service Level Agreements (SLAs)

When it comes to protecting your data center investments, few things are as crucial as your service level agreement. A lot of focus is put on things like your service provider or whether or not you’re working with the original equipment manufacturer (OEM), but the truth is that your service level agreement (SLA) spells out exactly what kind of service …

What Does 8x5xNBD Support Mean for Your Business?

What Does 8x5xNBD Support Mean for Your Business?

Extended warranty service level agreements (SLAs) vary drastically from one provider to the next. Plus, there’s a lot of specific terminologies that can add confusion. At Riverstone, our goal is to provide clarity and understanding to help you make an informed decision when it comes to critical IT support. Our Level 3 Service Level Agreement stipulates 8x5xNBD coverage, but what …

NBD Parts Only Support from Riverstone Technology

What Does NBD Parts Only Support Mean for your Business?

NBD Parts Only is Riverstone’s Level 4 Service Level Agreement (SLA). It’s our least responsive service agreement in terms of mean time to acknowledge and repair, and is thereby our most affordable means of support. This kind of Parts Only Warranty (POW) is best suited for those less critical dev/test/backup environments that are relatively self-sufficient, but still require some form …

What Does 24x7x4 Support Mean for your Business?

What Does 24x7x4 Support Mean for Your Business?

Riverstone’s 24x7x4 support is the most responsive Service Level Agreement (SLA) we offer. This Level 1 coverage stipulates support 24 hours a day, 7 days a week, along with a 4-hour response window. It offers clients the highest level of assurance that equipment malfunction and/or parts replacement will be handled by our engineers in a timely manner, and is best …