SLA autotracker

The Russian Navigation Technologies company announced in the fall of 2012 mass start of the innovation product "Avtotreker SLA". It allows the organizations using GLONASSGPS system / monitoring of transport "Autotracker", to adapt its service to own requirements.

RNT select three main SLA directions (level of service): technical support, service of the server, service and repair work. Within this product it is provided several service packages covering different aspects of support. Combining these packets in different combinations, the client independently creates the volume of technical support and distributes loading between the specialists and engineers of RNT.

By default Basic a service package is free of charge provided to all users of the Avtotreker system. In its framework clients get daily advice of specialists of RNT from 8-00 till 20-00 o'clock, leave requests. Also this packet includes regular check of operability of the Avtotreker system. And for those clients who have own server — tracking of load of the central processor of the server and a free space on hard drives, the automatic notification (by the SMS and e-mail) about achievement of threshold values or emergence of malfunctions, including, about lack of contact with onboard blocks. The packet includes also the complete list of regulations, being guided by which technical specialists of the customer can independently make all above-stated transactions.

The packet Support belongs to maintenance (the first SLA direction). It provides that the client receives the help in formation and processing of reports, not only the analysis, but also fault recovery in the guaranteed terms is made. The address of the client is processed within an hour, and time of the solution of critical problems does not exceed eight hours.

The second SLA direction, service of the server, Reaction and Reliability includes packets. They are expected clients who have the server, but for any reasons the company cannot service it independently. These offers can be interesting to the organizations where failures in operation of the server are not admissible. It is interesting that the cost of options in general is lower, than training and payment of the special employee.

Service and repair work, the third direction, are provided by packets "An expanded guarantee" and Distance. They are relevant for the companies where there is a risk of violation of business processes at failure even of one onboard block, i.e. it is about the organizations for which the guarantee of operational troubleshooting is necessary.

RNT began to work with some clients according to the SLA standards at the beginning of the second half of the year 2012. Thus, today this system is already tested in practice, and it is possible to claim with confidence that its opportunities completely satisfy to customer needs.