Our Commitments
Learn more about our Service Level Agreement (SLA).
Our commitments are outlined in our Service Level Agreement, which is designed to be clear and tailored to your specific needs. It covers the availability, responsiveness, and transparency that define our services. Together, we define performance metrics, tolerance thresholds, and—most importantly—the actions to be taken in the event of a system failure, so you can stay focused on your business.
Excerpts from our IT support contract
To ensure the highest level of transparency regarding the quality of our services, each of our contracts includes an appendix detailing our service level agreement. View our Service Level Agreement (SLA) appendix.
Our Approach to Support
To ensure flexibility and adapt to all possible business models, Demn offers various types of services, ranging from monthly contracts to flat-rate packages, as well as one-time interventions outside of flat-rate plans.
Managed Follow-Up
The client may request support via email or phone, the contact information for which is provided upon signing this contract. Demn then ensures comprehensive and personalized follow-up for each case, while adhering to hierarchical approval procedures. The client is automatically notified of any new developments regarding each support request, as well as its resolution.
Confidentiality Clause
Because we understand that the context of your business involves sensitive information, we guarantee confidentiality regarding all information we may learn while providing our services.
Focus on the Flat-Rate Service
Among our various offerings, the flat-rate service represents the most flexible and personalized support option we provide. It consists of providing support packages of 4, 8, 16, or 32 hours, tailored to the size of your business.
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