Ghost Protocol provide various level of SLA contract that meet different client requirements from normal operation to mission critical operation. Our support is prompt and our team is experienced in different level of security solution. We offer support through well-trained, professional, and committed staff, and have confidence that our client appreciates honesty and transparency in handling case reports. Ghost Protocol provide 6 level of SLA as following:
VIP ELITE LEVEL
ON CALL LEVEL
The System is down or there is a critical impact to SFMC’s business operation.
The system performance is severely degraded, or significant aspects of SFMC’s business operations are being negatively impacted by unacceptable system performance
The system operational performance is impaired while most business operations remain functional.
Information or assistance is required on physical security product capabilities, installation or configuration. There is clearly little or no impact to the end user business operation.