What are the Projects Team Service Level Agreements (SLA)?

Projects Team

16 Jan

Below is our Service Level Agreement detailing how soon after you approve your online proposal, your Pinnaca Project Manager will contact you to start the project and when the work will officially commence. We understand that timely communication and prompt action are crucial to any project's success. We aim to ensure a smooth and efficient process from proposal approval to project completion by adhering to these SLAs.

Basic Projects

Example: New user onboarding, workstation installation, training

Project Manager 1st Contact: Within two working days
Project Work Commencement: Within one week from sign-off*

Intermediate & Advanced Projects

Example: New store opening, office move, store move

Project Manager 1st Contact: Within five working days
Project Work Commencement: Within four weeks from sign-off*

Urgent Priority One Projects (P1)

Example: Till replacement, server replacement

Project Manager 1st Contact: Within one working day
Project Work Commencement: Within one working day from sign-off*

Please Note: P1 Projects are defined as incident/s that have resulted in the site or user being non-operational and the corrective action not being covered by the client's Business As Usual (BAU) Support Tariff.

*Terms and Conditions. Work will begin on the condition that no factors impact our ability to start work immediately in a P1 situation, i.e., requiring new hardware to replace a down computer.