USi Corporate Brochure

USi Lowers Your Risk Through Comprehensive Service Level Agreements

 

Outages and technical problems can disrupt your operations and cost you money. To ensure top performance, USi offers the most comprehensive portfolio of Service Level Agreements (SLAs) in the industry―covering much more than availability. Optional SLAs extend to security concerns, help desk quality, data recovery time, and business processes―all clearly defined and associated with meaningful remedies.

 

We work with clients to develop SLAs that address their specific performance criteria. And, if you need to report back to internal customers about SLA commitments, we provide all the critical details―which few information technology departments can do today.

 

Listed below are examples of our SLA coverage:

 

  • Application availability
  • Incident response/resolution time
  • System security
  • Patch and fix implementation
  • Business process performance

 

Application Availability

 

We offer SLAs promising at least 99.5% availability, and sometimes higher, depending on the client's needs. Over the past five years we've operated with an application availability near 99.98%. We achieve this high rate by starting with the basics―the solution design.

 

Incident Response and Resolution Time

 

Whereas most Application Service Providers (ASPs) simply guarantee the time in which they will respond to issues, USi spells out how quickly we will resolve issues. And we ensure that plans and protocols are in place so you feel confident about our efficient, workable steps.

 

System Security

 

We are so confident in the ongoing effectiveness of our security systems that we back them with SLAs, guaranteeing that clients' systems will be protected from hacking, data theft, and damage from any known vulnerability. At USi, we proactively fix systems, monitor network traffic, and respond to suspicious activity. And, to make it even more secure for everyone, we apply across our network all the lessons we learn along the way.

 

Patch and Fix Implementation

 

At USi, we handle patch and fix implementations for clients according to a standard protocol that covers identifying, evaluating, planning, communicating, and completing the work that needs to be done. Whether critical security-related fixes that must be in place right away or functionality-related fixes on a set schedule, we adhere to a process that ensures accurate and timely delivery.

 

Business Process Performance

 

For clients with Enterprise Resource Planning applications, USi can guarantee that they deliver according to specific performance criteria for such functions as user sign on, content searches and saves, and critical batch processes. We tailor these SLAs to each client's environment by profiling and benchmarking application usage.