VirtualAssistance: you choose the SLA
The response-time model that applies across pay-as-you-go and MSP contracts: choose the maximum response time, from 3 to 24 business hours, based on your business's real criticalities.
- Selectable 3-24h SLA
- Proprietary ticketing
- ISO 9001 · ISO 27001
- Choose the threshold3, 8, 12 or 24 business hours, based on how long you can afford to wait when something stops.
- Open the ticketEvery request enters the proprietary ticketing system, prioritised on real urgency, not order of arrival.
- The operations centre routes itThe operations centre manages interventions: under normal operations you're served well before the chosen threshold.
The SLA is the minimum guarantee, honoured even at peak load.
The SLA (Service Level Agreement) isn't a number we decide — you choose it, based on your business's real criticalities.
TN Solutions01 Why a selectable SLA
The SLA isn't a number we decide
It's the maximum guaranteed time within which we take charge of your request. A business running an always-on management system doesn't have the same needs as a ten-desk firm with data in the cloud: with the VirtualAssistance formula, you set the threshold on the activities you genuinely can't afford to leave waiting.
VirtualAssistance is the model that applies across pay-as-you-go and MSP flat-fee contracts: whichever billing formula you choose, the response SLA is set here, on the same four thresholds.
02 The four thresholds
Choose the threshold on your real criticalities
The maximum guaranteed time within which we take charge of your request, based on how long you can afford to wait.
| SLA | Suited to | Guaranteed response |
|---|---|---|
| 3 hours | Mission-critical systems, where downtime translates immediately into loss: production, e-commerce, departmental servers | within 3 business hours |
| 8 hours | Important systems that can hold for a few hours, but not a full day of downtime | within 8 business hours |
| 12 hours | Standard operations, where a slowdown is manageable within the day | within 12 business hours |
| 24 hours | Non-blocking activities and schedulable requests | within 24 business hours |
The hours shown are business hours, within our service windows (Monday-Friday, 9:00 AM-1:00 PM and 2:00-6:00 PM, excluding public holidays), and run from ticket opening. For hardware parts, final resolution also depends on parts availability: we guarantee the workaround that gets you back to work, while the replacement part follows the supplier's timeline. Incident management is tracked under our ISO 9001 and ISO 27001 certified processes.
Outside service hours, you're not left uncovered
Support and the phone line for opening a ticket are guaranteed Monday to Friday, 9:00 AM-1:00 PM and 2:00-6:00 PM, excluding public holidays: within these windows, the SLAs in the table above apply.
Outside these windows, you're not left uncovered: interventions in the evening, at night, on Saturdays, Sundays and public holidays are possible. The hours worked are counted with a surcharge, set out in the contract — it's a cost, not a refusal. On systems covered by monitoring, automatic checks keep working even when the office is closed: anomalies are detected and queued with the correct priority, so by morning the issue is already taken charge of, and in serious cases we intervene sooner.
- Support and phone line: Mon-Fri 9:00 AM-1:00 PM and 2:00-6:00 PM
- Outside these windows: intervention possible, with a contractual surcharge
- Monitored systems: automatic checks keep working even when the office is closed
Want to know which SLA threshold fits your business?
We assess your real criticalities free of charge and propose the threshold that fits best, inside the pay-as-you-go or MSP contract that suits you.
03 FAQ
Frequently asked questions: VirtualAssistance: you choose the SLA
What are SLAs and how do I choose one?
The SLA (Service Level Agreement) is the maximum guaranteed time within which we take charge of your request. With VirtualAssistance you choose it yourself — 3, 8, 12 or 24 business hours — based on your business's criticalities. In practice, our ticketing system assigns priority based on the real urgency of the activity, so you're usually served before the SLA time; the threshold you chose is the guarantee we honour even when the support centre is under peak load.
What happens if I have an emergency outside business hours?
Service hours are Monday-Friday, 9:00 AM-1:00 PM and 2:00-6:00 PM. Outside these windows, at night, on weekends and on public holidays, intervention is still possible: the hours are counted with a surcharge set out in the contract. Monitoring of covered systems, on the other hand, continues even when the office is closed.
Does the VirtualAssistance formula apply to any contract?
Yes: it's the cross-cutting response model, valid on both the pay-as-you-go contract and the MSP flat-fee contract. Whichever billing formula you choose, the SLA is set here.
04 The other formulas
The other contract formulas
Every business starts from different needs: see also the other TN Solutions support contract formulas. See all formulas.