A block of expert hours every month, with response times we commit to.
A service level agreement (SLA) reserves a monthly block of AccTech consultant time for your systems: Acumatica, Sage 300 ERP, Sage 300 People, PaySpace and the others we implement. Your team gets answers and fixes at agreed response times, and you see every hour used in the client portal.
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Why we recommend an SLA
Your ERP and payroll systems run month-end, payroll and year-end on fixed dates. An SLA makes sure help is already arranged when those dates come, instead of being organised after something goes wrong.
- Help starts within an agreed time. Every request is covered by the response times below, so a blocked payroll run or a failed month-end gets a consultant working on it within hours, not whenever one is free.
- A cost you can budget for. One fee, billed quarterly in advance, instead of unplanned invoices each time something needs attention.
- A reduced hourly rate. SLA clients pay a lower rate for their support hours than ad-hoc, pay-as-you-go support.
- Faults are fixed within the agreement. Correcting faults in the software is covered by your SLA, and official Sage 300 People upgrades released by Sage are included.
- Hours are not wasted. Unused hours roll forward within the quarterly cycle, and you can pre-book them for on-site refresher training for your team from the client portal.
- Your systems stay current. Use your hours for year-end, legislation and tax changes, new staff, reports and the small improvements that keep a system useful, not only for faults.
- We are accountable. A quarterly review of every call logged, how quickly we responded and how it was resolved, and a service credit if we miss a response time.
From 2 to 35 hours a month
Choose the monthly hours your team needs. Most clients start with 5, 10 or 20 hours and adjust as their use grows.
Unused hours roll forward
Hours run in three-month cycles: unused hours roll forward to the next month within the cycle, so a quiet month is not lost. At the end of each cycle unused hours lapse.
Phone, remote, email or on site
Questions about using the software, help running it, and fixing faults, by telephone, remote session, email or at your offices. Faults in the software are corrected within the agreement.
Every hour in the client portal
See your cases, each timesheet and the hours left in the current cycle, query any entry, and get a quarterly review of all calls logged, response and resolution.
Response times
The time within which an AccTech consultant starts work on your request, by service level. Response times apply within Gaborone; service hours exclude weekends and Botswana public holidays unless you choose Level 3.
| Service level | Service hours | Major fault | Minor fault | Software support |
|---|---|---|---|---|
| Level 1 | 08:00 to 17:00, business days | 3 hours | 6 hours | 8 hours |
| Level 2 | 08:00 to 17:00, business days | 2 hours | 4 hours | 4 hours |
| Level 3 | 24 hours, 7 days a week | 2 hours | 4 hours | 4 hours |
A major fault stops you operating; a minor fault does not. If we miss a response time on a valid incident, you receive a service credit against your next cycle. Changes, enhancements and upgrades are quoted separately, and we reply to a quotation request within 14 days.
Add an SLA to your account
Tell us the systems you use and roughly how many hours of help your team needs each month, and we will propose the right package. Message us on WhatsApp or ask for a quote. Signed in to the client portal? Your hours and cycles appear under Hours & SLA as soon as the agreement starts.