Promise of Excellence

 
 
 



Ascension's goal is to provide the best possible support to our customers, in terms of quality, timeliness, and provide the level of service they desire. In order to meet that goal, we have invested in a dedicated support desk, increased use of our 24/7 internal ticketing system and are constantly surveying customers to gauge the satisfaction of our services. In 2013, Ascension decided the next step was to move our customers to a Service Level Agreement (SLA) model for customer support.  

The following are the three most asked questions we receive regarding SLA's:
 
What is an SLA?
A SLA is a contract between a technology provider and a customer that specifies, usually in measurable terms, what services the technology provider will furnish.

Why do I need an SLA?
An SLA pulls together information on all of the contracted services and their agreed upon expected reliability into a single document. It clearly states metrics, responsibilities and sets expectations so both parties have a clear understanding of the requirements. Some metrics that SLAs may specify include:
  • What percentage of the time services will be available
  • Specific performance benchmarks to which actual performance will be periodically compared
  • Help Desk response time for various classes of problems
  • Usage statistics that will be provided

How do I get more info on the Ascension's SLA?
Ascension has four different levels of SLA's which are Platinum, Gold, Silver and Bronze. All Ascension customers automatically are assigned to our Bronze level SLA which is our standard support commitment to our customers and services are billed on a time and materials basis when incurred. If you would like to learn more about what services are provided as part of our other SLA's please select Request SLA Info and a Customer Support Representative will get back to you as quickly as possible.