SLA’S

Customer support, provided by Cosmos, is the complete technical coverage for the entire range of products available, and also for the overall solutions that Cosmos provides. This technical support is executed by experienced technicians and engineers, certified by Microsoft, Cisco, IBM, Hewlett-Packard, AVAYA, Fujitsu-Siemens and the other listed Partners of Cosmos.

Cosmos Service Level Agreements (SLA'S) integrated in five categories:

1. INITIAL INSTALLATION OF EQUIPMENT/
MODIFICATIONS/CUSTOMIZATION/CONNECTIONS/NETWORKS/COMMUNICATIONS
Initial installation services (equipment transfer, connection, configuration, internet/intranet active network equipment installation and configuration). It includes all the work necessary to operate the information equipment just acquired by the company.

2. ON-CALL TECHNICAL SUPPORT WITHIN A SPECIFIC TIME FRAME–PURCHASE IN ADVANCE OF TECHNICAL SUPPORT HOURS
Services offered on a client call basis. In this case, Cosmos has to provide available technicians who, after the client’s call and in a pre-determined time (for example in 4 hours) will go and solve the problem suffered by the installation. This category may include back-up equipment provision until the original equipment is repaired. This service is provided when the client pre-buys technical support hours. The client has to “consume” these hours in 24 months after the contract’s start date.

3. PERMANENT ON-SITE ENGINEERS - OUTSOURCING
Contract-based services offered on a permanent basis (for example permanent technician on specified days or full-time on-site technician, full IT system outsourcing, etc). This service is the most important service offered by Cosmos, since it provides the client – in cooperation with the responsible EDP Manager – the ability to use Cosmos technical staff on-site and on a permanent basis. This may have a specified timetable, for instance 4 hours a day 3 times a week. This way, the responsibility of the IT equipment’s maintenance is transferred to Cosmos, while the company itself operates smoothly. It is obvious that this service is offered during the whole time specified on the contract (for example one year) and is uninterrupted (for example when the technician takes his yearly leave, Cosmos will replace him or her with someone else).

4. SUPPORT AND TRAINING SERVICES
With the continuously increasing application and system complexity, their full exploitation demands the users’ and administrators’ continuous training. Cosmos offers job-dependent user training (for example secretary training on office applications) in cooperation with certified established training centers.

5. CUSTOM MADE CONTRACTS (MIGRATION, DEPLOYMENT, DISASTER RECOVERY, WEB HOSTING, PROJECT MANAGEMENT etc.)
Since all companies have different needs in terms of information management (for example many branches, result integration, special top-management reporting needs, etc.), a matter not covered by ready-made applications, Cosmos can develop custom-made applications using all the modern software development tools. This service is offered on a contract basis, this contract defining the project specifications and implementation date. Especially for Internet applications, Cosmos can develop websites as well as e-commerce applications. Its technicians cooperate with established Greek software houses while Cosmos retains the responsibility for the project management and implementation.