Service levels are specific standards for the quality of service provided to customers. The following are included in service levels:
- Basic Service Level: This level includes the basic services provided to customers, such as website hosting, software solutions, and technical support services. This level is determined based on the agreement signed between the customer and the company.
- Intermediate Service Level: This level includes additional benefits such as providing data backup service, regular software updates, and enhanced customer support. This level is determined based on the customer's needs and negotiation.
- Premium Service Level: This level includes several exclusive advantages such as dedicated technical specialists assigned to the customer and high service guarantees. This level is determined based on the agreement signed between the customer and the company, and according to the service level the customer requires.
| service/feature | basic service | termediate service level | advanced service level |
|---|---|---|---|
| Technical Support | ✔️ | ✔️ | ✔️ |
| issue resolution | up to 48 hours | up to 24 hours | up to 4 hours |
| critical updates | regular updates | urgent✔️ | urgent✔️ |
| Backups | ❌ | ✔️ | ✔️ |
| regular testing and verification | ❌ | ❌ | ✔️ |
| security and protection | ✔️ | ✔️ | ✔️ |
| technical consultations | ❌ | ✔️ | ✔️ |
| assigning an engineer for direct follow-up | ❌ | one engineer✔️ | 2 engineers✔️ |
