OT and automation (SLA)
Our Service Level Agreement (SLA) is designed to relieve the end user by guaranteeing the availability, reliability, and performance of your automation solutions. We achieve this through preventive maintenance, expert technical support, timely software updates, and rapid problem resolution, ensuring minimal downtime and optimised system performance.
At Batenburg LC, an SLA typically covers incident, problem, and change management. Preventive maintenance plays an increasingly important role, with systems being periodically inspected, backed up, and updated/patched to ensure they remain protected with the latest security updates.
To provide maximum support, we set up a client-specific SLA organisation, ensuring our service technicians are fully familiar with your systems, applications, and procedures. This combination of proactive care and in-depth knowledge increases operational efficiency, safety, and peace of mind.
Would you like more information?
Pieter-Jan Coolen
Sales Manager
Our approach: structured and proven effective
- Helpdesk service
Availability depending on the needs of the client (office hours, 24/7), response time within 1 hour, on-site escalation within 4 hours. - Incident management
The focus is on support to continue ongoing activities. - Problem management
A 'problem' is identified by the service technician as a structural issue requiring extensive investigation. - Change management
A functional 'change' identified by the client. - Preventive maintenance
Checking the condition of equipment, backup activities, patch management, etc. to give the system the necessary care during use. This approach actively minimises the risk of failures, cybersecurity incidents, costly repairs, and unplanned downtime. - SLA management
Centralised platform where all tickets (incidents, problems, changes) are registered, periodic review meeting to discuss the (submitted) tickets.
