Service Level Agreement (SLA) Package Differences

At Zero Density, we recognize that every client has unique support requirements. To accommodate these diverse needs, we provide a range of SLA packages: Standard SLA, Pro Support, and Elite Support. Each package is thoughtfully designed to address specific service-level demands. Let’s explore the details;

Standard-SLA:

  • Scope: Standard-SLA support is available during business days (Monday to Friday), 9 hours a day, tailored to the official working hours of the Company.
  • Key Features:
    • Round-the-clock access to our online “support portal” for initiating, modifying, and monitoring support cases.
    • Access to Zero Density Academy exclusive content and comprehensive online documentation.
    • Software and hardware maintenance, including support for ZD hardware.
    • Unlimited technical support.
    • Round-the-clock case reporting via the support portal.
    • Additional professional support services are available for a fee.
    • Replacement units shipped in less than 10 working days (customer covers shipment costs).

Pro-SLA

  • Scope: Pro Support is handled through our “Support Portal,” with optional remote access. Critical Support is provided 24/7, while other severities are addressed on business days, 9 hours a day.
  • Key Features:
    • All features of Standard-SLA.
    • Critical escalation process with high priority.
    • 1x half-day service free of charge during the SLA period.
    • Support via remote connection as required and agreed upon.
    • Replacement units available in less than 4 working days (Company covers shipment costs; customer covers costs for faulty units’ return).

Elite-SLA :

  • Scope: Elite Support provides the highest level of service, with critical support available 24/7, and other severities covered 7 days a week.
  • Key Features:
    • All features of Pro-Support.
    • Dedicated Technical Support and services
    •  (TSS) Engineer for personalized support (exclusive to Elite Package).
    • More Half-day Services are provided free of charge based on the number of Reality Engine products.
    • Health Check Service is offered once per SLA Agreement term.
    • Replacement units shipped in less than 2 working days (Company covers shipment costs for both replacement and faulty units).

These distinctions enable you to choose the SLA package that aligns precisely with your support needs.

For a more comprehensive understanding of our SLA agreements and the specific terms for each package, please refer to our official