Service Level Agreements (SLA)

Service Level Agreements Automation and IT MES MOM LIMS Smart Manufacturing Industry 4.0 Quality Management ATS Software Products ATS Partners & Products Support Services

ATS SLA’s provide the clients direct access to application experts within the agreed response time. Our experts will ensure within the agreed back in service time that your production can continue.


We are fully committed to ensure your production can continue with minimal delay. Depending on the level of support agreed between ATS and the client, a systems expert can be on-site within hours after receiving the support request or incident call.

►SLA's can be agreed as a framework agreement covering multiple sites with plant-specific agreements. Local, single location or area specific SLA’s are all possible within ATS’s flexible agreement structure. To make sure every customer gets the value they expect, ATS SLA’s are flexible support options that suit every plants or business needs.

Customer Satisfaction

An SLA where the average response times are well within agreed targets – ATS exceeded the expectation of a large MES customer with 82% for the third quarter in a row.

Benefits and deliverables

  • Direct access to systems experts.
  • A clearly defined response time.
  • An SLA can be agreed as a global agreement covering multiple sites with plant-specific agreements.
  • Local, single location or area specific SLA’s are all Independent possible within ATS’s flexible agreement structure.
  • Global 24x7 Service Desk support.

Package Coverage

  • Service level coverage
  • Service level response time
  • Language support
  • Hardware, software & equipment expertise
  • Global 24x7 Service Desk support

Service Level Coverage

The client is offered a choice of options, depending on the required level of service in hours per day and days per week.

24/7: 24 hours per day / 7 days per week
24/5: 24 hours per day / 5 days per week
16/5: 16 hours per day / 5 days per week
8/5: 8 hours per day / 5 days per week or other combinations

Service Level Response Time

The service is provided within the agreed response time. This service can be offered through telephone support, remote access having the appropriate ATS expert on-site, or a combination, depending on the situation assessment.

Examples:
20 minutes: Remote assistance per telephone
20 minutes: Remote access support
2 hours: On-site assistance or other combinations

Hardware, Software & Equipment Expertise

As manufacturing facilities often have a large variety of hardware, software and other plant equipment, the following levels of support will be defined:

  • Required level of support expertise
  • Required technology coverage
  • Generic software coverage
  • Generic hardware coverage
  • Specific hardware or software
  • Equipment not delivered by ATS
  • Single, multiple or global site coverage
  • Spare part inventory

Language Support

The client can expect our support team to speak several languages:

  • English
  • French
  • German
  • Dutch
  • Spanish
  • Czech
  • Polish
  • Serbian etc.

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