28 Feb
2018
Job Win

JOB WIN: Service Level Agreement

Haden Freeman has been requested by the client to renew its Service Level Agreement (SLA) which maintains one of the critical systems at a biopharmaceutical plant. The support includes:

  • Telephone support within one hour of reported issue
  • Remote access guaranteed next normal working day
  • Site attendance next normal working day
  • Support hours – 24 hours per day, 7 days per week, 365 days per year
  • Annual service visits – 2 per year

HFL operates several service level agreements for clients across a wide range of process industries.