Something we're committed to here at Univerus is continual improvement, especially in areas of support. The AssetFinda solution has been in the market for almost 20 years and come with a general level of support. Although this has have worked well for us and our clients over that time, we believe that the service level can be improved. So, we’ve decided it’s time for a review and improvement with the focus being on defining levels of support our clients can reasonably expect.
We aim to produce a more detailed SLA so that when you sign off on it you have no questions about what that support covers. It's an update to your existing agreement and our objective is to improve the understanding we have with you in terms of what levels of support we can provide, based on the AssetFinda product or solution you have. These include:
- Response times
- Target Resolution timelines
- A detailed description of our range of services
- An established problem reporting procedure
Our goal is to establish and guarantee the correct level of support for all clients, which is documented and easily understood by all parties, ensuring clear expectations in future.
The new SLAs will be launched in the new financial year, and will provide the framework that enables us to improve the support we offer all our clients.
If you have any questions, don't hesitate to get in touch.