Screen communication has become essential for many companies, stores and public organizations. They use digital signage to highlight promotions, guide visitors to the right place, or even as a queuing system. But what happens when one of your screens turns blank? That’s when a decent Service Level Agreement saves the day.
‘Remote’ SLA and ‘on site’ SLA
You can compare a good Service Level Agreement with a full omnium insurance. It guarantees you that the slightest problem will be resolved in the shortest possible time.
Most partners offer 2 possibilities: a remote or software SLA and an on site or hardware SLA. You’ll learn the difference between these two below.
A remote SLA (also called software SLA) includes support from a distance and helps you out when you encounter software problems. For example when you are unable to login to the digital signage platform or when certain features suddenly are unavailable.
Did you know?
High quality digital signage platforms automatically include a remote SLA in their software. Even better, they also offer free assistance on how to use the platform. This can be a huge difference with so called free platforms, which often use a very high support rate (sometimes even calculated per minute).
An on site SLA (also called hardware SLA) includes support at your physical location. Suddenly facing a blank screen? An on site SLA will offer you the fastest solution. In practice, most partners send a technician who dismounts the defective screen and immediately installs a new one to guarantee a minimal downtime. The defective screen is then analyzed externally and afterwards reinstalled when fixed, instead of being analyzed and fixed on site (a logistical nightmare for many organisations, like retail shops for example).
Gain time with a SLA
Organizations without a service level agreement generally lose more time when repairs are needed. Mostly this is caused by the approval flow for new offers, which takes time that you de facto gain if you already in advance agreed on a SLA.
This gain of time is especially valuable in stores and other public facilities, like institutions that offer a queuing system via screens. But for companies as well, this gain of time can be of great value and in the end even turn out more profitable than having to pay ad hoc assistance.
In conclusion? Do consider getting a decent SLA from the start. Chances are you’ll save up on both time and money when problems arise.
Want to know more? Feel free to get in touch or ask your Centoview partner for more information.
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