Verified Service Provider in Tunisia
Asset Management & Managed Services in Tunisia
Engineering Excellence & Technical Support
Comprehensive Asset Management & Managed Services solutions. High-standard technical execution following OEM protocols and local regulatory frameworks.
Infrastructure Modernization & Cloud Migration
Leveraging cutting-edge cloud technologies (e.g., Azure, AWS, Google Cloud) and on-premise infrastructure optimization to enhance scalability, reduce operational costs, and improve disaster recovery capabilities for Tunisian businesses.
Proactive Cybersecurity & Risk Mitigation
Implementing robust, multi-layered security solutions including advanced threat detection, vulnerability management, and incident response services to safeguard critical assets and ensure compliance with international standards for Tunisian organizations.
Performance Optimization & Cost Management
Utilizing data-driven analytics and AI-powered tools to monitor, analyze, and optimize IT infrastructure performance, identify cost-saving opportunities, and ensure maximum ROI on technology investments for Tunisian enterprises.
Available Capabilities
Select Your Service Track
What Is Asset Management & Managed Services In Tunisia?
Asset Management and Managed Services in Tunisia's healthcare sector refer to the comprehensive and strategic oversight of an organization's medical and IT assets, coupled with the outsourcing of specific operational functions to specialized third-party providers. Asset Management focuses on the entire lifecycle of medical equipment and IT infrastructure – from acquisition and deployment to maintenance, utilization tracking, and eventual disposal. Managed Services, on the other hand, involves entrusting the day-to-day operations, maintenance, and support of these assets and related IT systems to external experts. This allows healthcare providers in Tunisia to optimize resource allocation, reduce operational burdens, improve equipment uptime, and ensure compliance with evolving technological and regulatory standards, ultimately leading to enhanced patient care and operational efficiency.
| Aspect | Description in Tunisian Healthcare Context | Benefits |
|---|---|---|
| Asset Management | Focuses on the strategic planning, acquisition, deployment, tracking, maintenance, and disposal of all physical and technological assets within Tunisian hospitals, clinics, and diagnostic centers. | Maximizes asset lifespan, reduces costs associated with repair and replacement, ensures compliance, and improves operational efficiency through better resource allocation. |
| Managed Services | Involves outsourcing the operational management and maintenance of specific assets (e.g., biomedical equipment, IT systems, imaging modalities) to specialized third-party companies in Tunisia. | Provides access to expert knowledge and specialized skills, reduces the need for extensive in-house training and staffing, enhances service level agreements (SLAs) for critical equipment, and allows healthcare providers to focus on patient care. |
| Importance for Tunisian Healthcare | Crucial for modernizing healthcare infrastructure, improving the quality and accessibility of medical services, and ensuring financial sustainability for healthcare institutions facing increasing technological demands. | Enhances patient safety, reduces operational risks, allows for the adoption of advanced medical technologies, and contributes to a more robust and resilient healthcare system. |
| Scope in Local Healthcare | Encompasses a wide range of medical equipment (from basic diagnostic tools to complex imaging systems like MRI and CT scanners) and IT infrastructure (including Electronic Health Records, hospital information systems, and cybersecurity). | Enables efficient operation of public and private hospitals, clinics, specialized medical centers, and potentially even remote healthcare facilities seeking centralized management solutions. |
Key Components and Importance of Asset Management & Managed Services in Tunisian Healthcare:
- Asset Lifecycle Management: Tracking medical devices (imaging machines, patient monitors, surgical instruments) and IT hardware (servers, workstations, network devices) from procurement to disposal. This includes inventory, depreciation, and performance monitoring.
- Maintenance & Repair Services: Ensuring all medical equipment and IT infrastructure are regularly maintained, calibrated, and promptly repaired to minimize downtime and guarantee optimal functionality. This can include preventive maintenance, corrective maintenance, and emergency support.
- IT Infrastructure Management: Overseeing the health, security, and performance of a hospital's IT network, electronic health records (EHR) systems, cybersecurity measures, and data management. This encompasses network monitoring, software updates, and data backups.
- Inventory & Utilization Optimization: Efficiently managing the stock of medical supplies and ensuring that high-value medical equipment is utilized to its full potential, avoiding underutilization or over-expenditure.
- Compliance & Regulatory Adherence: Ensuring that all medical assets and IT systems meet national and international safety, quality, and data privacy regulations relevant to healthcare in Tunisia.
- Cost Reduction & Efficiency: By outsourcing specialized services and optimizing asset utilization, healthcare providers can reduce capital expenditure, operational costs, and the burden on in-house IT and biomedical engineering departments.
- Improved Patient Outcomes: Reliable and well-maintained medical equipment directly contributes to accurate diagnoses, effective treatments, and overall patient safety and satisfaction.
- Focus on Core Competencies: Allowing healthcare professionals to concentrate on patient care and clinical operations rather than managing complex technical infrastructure.
- Scalability & Flexibility: Managed service providers can offer scalable solutions that adapt to the changing needs and growth of healthcare facilities in Tunisia.
Who Benefits From Asset Management & Managed Services In Tunisia?
Asset Management and Managed Services in Tunisia offer significant benefits to a diverse range of stakeholders and healthcare facility types. These services are crucial for optimizing the use, maintenance, and lifecycle of medical equipment, ultimately leading to improved patient care, reduced operational costs, and enhanced efficiency. By outsourcing these complex tasks, healthcare providers can focus on their core mission of delivering quality healthcare.
| Healthcare Facility Type | Key Benefits of Asset Management & Managed Services |
|---|---|
| Large Public Hospitals | Improved equipment availability and uptime, cost reduction through optimized maintenance, enhanced compliance with regulations, better inventory control, extended equipment lifespan. |
| Private Hospitals and Clinics | Increased operational efficiency, predictable maintenance costs, enhanced patient satisfaction due to reliable equipment, competitive advantage through modern and well-maintained assets, potential for increased revenue through better service delivery. |
| Diagnostic Laboratories | Ensured accuracy and reliability of diagnostic equipment, reduced downtime for critical testing, optimized reagent and consumables management, compliance with quality standards, specialized maintenance for complex machinery. |
| Specialized Healthcare Facilities (e.g., Dialysis Centers) | High availability of life-sustaining equipment, adherence to strict maintenance schedules for patient safety, specialized technical support for unique equipment, proactive identification and resolution of potential issues. |
| Government Health Agencies | Better oversight and management of the national medical asset portfolio, improved resource allocation, data-driven decision-making for procurement and replacement strategies, standardization of equipment and maintenance practices across public facilities. |
Target Stakeholders
- Hospitals (Public and Private)
- Clinics and Medical Centers
- Diagnostic Laboratories
- Specialized Healthcare Facilities (e.g., rehabilitation centers, dialysis units)
- Government Health Agencies
- Medical Equipment Manufacturers and Suppliers
- Insurance Companies
- Healthcare Administrators and IT Departments
- Medical Professionals (Doctors, Nurses, Technicians)
Asset Management & Managed Services Implementation Framework
This framework outlines a comprehensive, step-by-step lifecycle for implementing Asset Management and Managed Services. It guides organizations from the initial assessment phase through to the final sign-off, ensuring a structured and successful transition. Each stage builds upon the previous one, fostering clear understanding, robust planning, and effective execution.
| Phase | Key Activities | Deliverables | Key Stakeholders |
|---|---|---|---|
| Phase 1: Assessment and Discovery | Understand current asset inventory, IT infrastructure, business needs, pain points, and existing processes. Conduct stakeholder interviews, review documentation, and analyze current performance metrics. | Current State Assessment Report, Gap Analysis, Stakeholder Needs Register. | IT Management, Business Unit Leaders, End-Users, Existing Service Providers. |
| Phase 2: Strategy and Planning | Define the vision, objectives, and scope of the Asset Management and Managed Services implementation. Develop a high-level strategy, identify key performance indicators (KPIs), and establish project governance. Create a detailed project plan, including timelines, resources, and budget. | Implementation Strategy Document, Project Charter, High-Level Roadmap, Risk Assessment, Communication Plan. | Executive Sponsors, Project Manager, IT Steering Committee, Key Business Representatives. |
| Phase 3: Solution Design and Selection | Determine the functional and technical requirements for the chosen Asset Management solution and Managed Services. Evaluate potential vendors and solutions against requirements. Select the preferred vendor(s) and finalize contracts. | Detailed Requirements Specification, Vendor Evaluation Matrix, Selected Solution/Vendor Proposal, Service Level Agreement (SLA) Draft. | Technical Leads, Procurement Team, Legal Department, IT Architects, Business Analysts. |
| Phase 4: Implementation and Integration | Install and configure the Asset Management software/tools. Integrate the solution with existing IT systems (e.g., ITSM, HR systems). Define and document new processes for asset lifecycle management. Establish monitoring and reporting mechanisms. | Configured Asset Management System, Integrated Systems Documentation, New Process Workflows, Data Migration Plan. | Implementation Team, Technical Consultants, System Administrators, Integration Specialists, Data Stewards. |
| Phase 5: Testing and Validation | Conduct unit testing, integration testing, user acceptance testing (UAT), and performance testing. Validate that the solution meets all functional and non-functional requirements. Address and resolve any defects or issues identified. | Test Plans, Test Cases, UAT Sign-off, Defect Log and Resolution Report, Performance Benchmarks. | Testing Team, UAT Participants, IT Operations, Vendor Support. |
| Phase 6: Training and Handover | Develop and deliver training programs for all relevant users, including IT staff, administrators, and end-users. Document operational procedures and create user manuals. Prepare for the handover of responsibilities. | Training Materials, User Manuals, Operational Runbooks, Training Completion Records. | Training Team, Subject Matter Experts, IT Operations Staff, End-Users. |
| Phase 7: Go-Live and Transition | Execute the go-live plan, migrating data and transitioning operations to the new Asset Management and Managed Services model. Monitor closely during the initial period to identify and resolve any emergent issues. Provide hypercare support. | Go-Live Checklist, Transition Plan Execution Report, Hypercare Support Plan, Initial Performance Reports. | Project Team, IT Operations, Managed Services Provider, Key Business Users. |
| Phase 8: Performance Monitoring and Optimization | Continuously monitor the performance of the Asset Management system and Managed Services against defined KPIs and SLAs. Analyze performance data to identify areas for improvement and optimization. Implement adjustments to processes and configurations. | Regular Performance Reports, SLA Compliance Reports, Optimization Recommendations, Trend Analysis. | IT Operations Management, Service Delivery Manager, Business Analysts, Vendor Account Manager. |
| Phase 9: Continuous Improvement and Sign-off | Establish a process for ongoing review and improvement of Asset Management practices and Managed Services. Conduct periodic reviews to ensure continued alignment with business objectives. Obtain formal sign-off from stakeholders upon successful achievement of project goals. | Continuous Improvement Plan, Post-Implementation Review Report, Project Closure Document, Final Sign-off Certificate. | Executive Sponsors, IT Steering Committee, Business Unit Leaders, Project Manager. |
Key Stages of the Asset Management & Managed Services Implementation Lifecycle
- Phase 1: Assessment and Discovery
- Phase 2: Strategy and Planning
- Phase 3: Solution Design and Selection
- Phase 4: Implementation and Integration
- Phase 5: Testing and Validation
- Phase 6: Training and Handover
- Phase 7: Go-Live and Transition
- Phase 8: Performance Monitoring and Optimization
- Phase 9: Continuous Improvement and Sign-off
Asset Management & Managed Services Pricing Factors In Tunisia
This document outlines the key pricing factors and typical cost ranges for Asset Management (AM) and Managed Services (MS) in Tunisia. Understanding these variables is crucial for businesses seeking to outsource IT operations or optimize their asset lifecycle management. The pricing is influenced by a combination of service complexity, resource allocation, technology involved, and vendor-specific methodologies. The following sections detail these cost drivers and provide estimated ranges.
| Service Category | Description | Typical Monthly Cost Range (TND) | Notes |
|---|---|---|---|
| Basic IT Infrastructure Monitoring | Remote monitoring of servers, network devices, and workstations for uptime and performance issues. Basic alerting. | 150 - 500 | Suitable for small businesses with limited IT infrastructure. |
| Comprehensive IT Infrastructure Management | Includes monitoring, proactive maintenance, patch management, incident response, and basic troubleshooting for servers, networks, and endpoints. | 500 - 2,000 | Covers a broader range of proactive and reactive tasks for mid-sized businesses. |
| Full Managed IT Services (SMB) | Includes infrastructure management, helpdesk support (Level 1 & 2), software updates, basic security monitoring, and IT strategy advice. | 1,500 - 5,000+ | A comprehensive solution for small to medium-sized businesses requiring a full IT department outsourcing. |
| Full Managed IT Services (Enterprise) | Includes all SMB services plus advanced security, dedicated support teams, complex environment management, cloud infrastructure management, and strategic IT planning. | 5,000 - 20,000+ | Tailored for larger organizations with complex IT needs and higher support demands. Pricing is highly customized. |
| Basic Asset Inventory & Tracking | Cataloging of hardware and software assets, basic license management, and lifecycle tracking. | 100 - 400 per month (or per 100 assets) | Focuses on documentation and basic tracking. Often an add-on to other managed services. |
| Advanced Asset Lifecycle Management | Includes inventory, tracking, procurement support, deployment, maintenance scheduling, retirement, and secure disposal. Integration with ITSM tools. | 400 - 1,500+ | A more integrated approach to managing the entire asset lifecycle. Complexity drives cost. |
| Cloud Managed Services (per platform) | Management of specific cloud environments (e.g., AWS, Azure, GCP) including monitoring, cost optimization, security, and deployment. | 300 - 1,500+ per platform | Cost varies based on the complexity of the cloud setup and the number of services managed. |
| Cybersecurity Managed Services (basic monitoring) | Log monitoring, basic intrusion detection, and incident notification. | 200 - 800 | Focuses on foundational security monitoring. |
| Comprehensive Cybersecurity Managed Services | Includes threat hunting, endpoint detection and response (EDR), vulnerability management, security incident response, and compliance support. | 800 - 4,000+ | A proactive and reactive security solution, highly dependent on the size and risk profile of the organization. |
| Helpdesk Support (per user/device) | Tier 1 and Tier 2 support for end-users, troubleshooting common IT issues. | 10 - 40 per user/device per month | Scales directly with the number of users or devices supported. |
Key Asset Management & Managed Services Pricing Factors in Tunisia
- Scope of Services: The breadth and depth of services required are primary cost drivers. This includes IT infrastructure management, network monitoring, software deployment, security services, helpdesk support, cloud management, and strategic IT consulting.
- Asset Inventory Size & Complexity: The number of physical and virtual assets (servers, workstations, software licenses, network devices) to be managed, along with their complexity (e.g., legacy systems, specialized hardware), directly impacts costs.
- Service Level Agreements (SLAs): Stricter SLAs, such as guaranteed uptime, faster response times, and shorter resolution periods, command higher prices due to the increased commitment and resources required from the provider.
- Technology Stack: The specific technologies and platforms the provider will manage (e.g., Windows, Linux, specific cloud providers like AWS/Azure/GCP, enterprise software) can influence pricing based on the provider's expertise and licensing costs.
- Resource Allocation: The number and skill level of personnel dedicated to the service (e.g., IT technicians, system administrators, security analysts, project managers) are significant cost components. Remote vs. on-site support also plays a role.
- Geographic Coverage & Time Zones: Services requiring 24/7 support across multiple geographic locations or adherence to specific time zone requirements can increase operational costs.
- Security Requirements: Advanced security services, such as threat detection and response, vulnerability management, and compliance adherence, will add to the overall price.
- Reporting & Analytics: The level of detail and frequency of reporting on asset performance, IT health, and service delivery impact pricing.
- Contract Duration & Payment Terms: Longer-term contracts often come with discounted rates. Payment terms (e.g., monthly, quarterly, annual) can also be a factor.
- Vendor Reputation & Expertise: Established vendors with a strong track record and specialized expertise may charge a premium.
- Additional Services & Customization: Any bespoke requirements or add-on services beyond the standard offering will incur additional costs.
Value-driven Asset Management & Managed Services Solutions
Value-Driven Asset Management & Managed Services Solutions are crucial for organizations seeking to maximize their IT investments and achieve sustainable growth. This category encompasses a spectrum of services designed to optimize the lifecycle of IT assets, from acquisition to disposal, while ensuring operational efficiency and strategic alignment. Effective budget optimization and ROI enhancement in this domain require a proactive, data-informed approach that focuses on total cost of ownership (TCO), risk mitigation, and business value realization. By strategically leveraging these solutions, organizations can reduce unnecessary expenditures, improve resource utilization, and gain a competitive edge through enhanced IT performance and agility.
| Area of Focus | Optimization Tactics | ROI Impact |
|---|---|---|
| Asset Discovery & Inventory | Implement automated discovery tools, conduct regular audits. | Reduced shadow IT, better negotiation power, improved resource allocation. |
| Software Asset Management (SAM) | License compliance checks, unused software identification, optimized license models. | Reduced software spend, avoidance of audit penalties, improved compliance. |
| Hardware Lifecycle Management | Strategic procurement, proactive maintenance, planned upgrades/replacements, secure disposal. | Extended asset life, reduced downtime, optimized capital expenditure, data security. |
| Managed Service Provider (MSP) Engagement | Clear SLAs, performance-based contracts, vendor consolidation, strategic outsourcing. | Reduced operational costs, access to specialized expertise, improved service delivery. |
| IT Operations & Monitoring | Automation of routine tasks, proactive issue detection, performance tuning. | Increased IT staff efficiency, reduced downtime, improved system availability. |
| Security & Risk Management | Integrated security services, regular vulnerability assessments, incident response planning. | Mitigation of financial losses from breaches, reduced reputational damage, enhanced business continuity. |
| Cloud & Virtualization Adoption | Migration to cloud services, server consolidation, efficient resource utilization. | Reduced infrastructure costs, increased scalability and agility, pay-as-you-go models. |
Key Strategies for Optimizing Budgets and ROI in Asset Management & Managed Services
- Define clear KPIs and baseline metrics for asset utilization, cost per asset, uptime, and service delivery.
- Conduct a comprehensive TCO analysis for all IT assets and managed services, including acquisition, deployment, maintenance, support, and disposal costs.
- Implement robust asset tracking and discovery tools to gain full visibility into the IT environment and identify underutilized or redundant assets.
- Negotiate vendor contracts strategically, focusing on service level agreements (SLAs) that align with business needs and include performance-based incentives or penalties.
- Leverage automation for routine tasks such as software deployment, patching, monitoring, and incident response to reduce manual effort and associated costs.
- Prioritize proactive maintenance and lifecycle management to prevent costly unplanned downtime and extend asset lifespan.
- Explore cloud-based and as-a-service models to shift from CapEx to OpEx, allowing for greater scalability and potentially lower upfront investment.
- Regularly review and optimize software license utilization to avoid over-licensing and ensure compliance.
- Implement a strong security posture as part of managed services to mitigate the financial and reputational risks associated with cyber threats.
- Foster strong communication and collaboration between IT teams, finance departments, and business stakeholders to ensure alignment and shared understanding of value.
- Continuously benchmark performance against industry standards and best practices to identify areas for further improvement.
- Consider outsourcing non-core IT functions to specialized managed service providers who can offer economies of scale and expertise.
- Develop a clear decommissioning and disposal strategy for end-of-life assets to ensure data security and environmental compliance, potentially recovering residual value.
Franance Health: Managed Asset Management & Managed Services Experts
Franance Health is a leading provider of Managed Asset Management and Managed Services. Our extensive experience, combined with our strategic OEM partnerships, ensures we deliver robust, reliable, and cost-effective solutions tailored to your healthcare organization's unique needs. We offer comprehensive asset lifecycle management, from procurement and deployment to maintenance, repair, and disposal, all supported by our deep understanding of OEM specifications and best practices. Our commitment to quality and customer satisfaction is reflected in our accredited expertise and strong relationships with original equipment manufacturers.
| Service Area | Key OEM Partnerships | Expertise Level | Service Offerings |
|---|---|---|---|
| Medical Imaging Equipment | GE Healthcare, Siemens Healthineers, Philips | Certified Biomedical Engineers | Installation, Calibration, Repair, Preventative Maintenance, Decommissioning |
| Laboratory & Diagnostic Devices | Roche Diagnostics, Abbott Laboratories, Beckman Coulter | Specialized Technicians | On-site Support, Remote Diagnostics, Calibration, Consumables Management |
| Patient Monitoring Systems | Mindray, Nihon Kohden, Spacelabs Healthcare | Advanced Training | System Integration, Software Updates, Hardware Repair, Network Management |
| Surgical & Anesthesia Equipment | Medtronic, Dräger, Stryker | Factory-Trained Specialists | Complex Repair, Preventative Maintenance, Parts Sourcing, Lifecycle Management |
| Sterilization & Infection Control | Getinge, STERIS, Tuttnauer | Certified Service Engineers | Preventative Maintenance, Calibration, Validation, Repair |
Our Credentials & OEM Partnerships
- Certified Technicians for Major Medical Equipment OEMs
- Accredited Asset Management Processes
- Dedicated OEM Support Channels
- Parts and Service Agreements with Leading Manufacturers
- On-site and Remote Support Capabilities
- Data-driven Performance Reporting
Standard Service Specifications
This document outlines the standard service specifications, detailing the minimum technical requirements and expected deliverables for all services provided. Adherence to these specifications ensures consistent quality, reliability, and interoperability across our service offerings.
| Category | Minimum Technical Requirement | Deliverable | Acceptance Criteria |
|---|---|---|---|
| Network Connectivity & Performance | Uptime: 99.9% availability. Latency: < 50ms to primary data center. Bandwidth: Minimum 100 Mbps per client. | Network Performance Report (monthly). Uptime SLA documentation. | Actual uptime meets or exceeds 99.9%. Average latency consistently below 50ms. Bandwidth utilization within specified limits. |
| Server & Infrastructure Management | Operating System: Latest stable version with security patches applied within 7 days. Hardware: Redundant power supplies, ECC RAM. Patching: Automated patching schedule. | System Configuration Documentation. Patch Management Report (bi-weekly). Hardware Inventory. | All servers running supported OS versions. All critical security patches applied within the defined timeframe. Hardware health checks passed. |
| Application Deployment & Support | Deployment Time: < 4 hours for standard applications. Downtime during updates: < 15 minutes for critical applications. Support Response: < 2 business hours for critical issues. | Application Deployment Checklist. Release Notes. Support Ticket Resolution Time Report (monthly). | Successful deployment within specified time. Downtime within acceptable limits. Critical issue resolution within SLA. |
| Data Storage & Backup | Storage Availability: 99.999%. Backup Frequency: Daily incremental, weekly full. Retention Period: Minimum 30 days. | Backup Completion Report (daily). Data Recovery Test Report (quarterly). Storage Utilization Report (monthly). | All backups complete successfully. Successful data recovery during quarterly tests. Storage capacity within allocated limits. |
| Security & Compliance | Vulnerability Scanning: Monthly. Access Control: Least privilege principle enforced. Encryption: Data at rest and in transit encrypted (AES-256). | Vulnerability Assessment Report (monthly). Security Audit Report (bi-annual). Access Control Policy. Encryption Configuration Documentation. | No critical or high vulnerabilities identified in monthly scans. Access reviews completed. Encryption implemented and verified. |
| Monitoring & Reporting | Monitoring Coverage: 24/7 monitoring of critical services. Alerting: Real-time alerts for critical events. Reporting Frequency: Monthly performance reports. | Service Health Dashboard Access. Incident Alert Notifications. Monthly Performance and Availability Report. | All critical services monitored. Alerts received for all defined critical events. Reports delivered on time and accurately reflect service performance. |
| User Support & Service Desk | Response Time: < 1 business hour for Tier 1 issues. Resolution Time: < 4 business hours for Tier 1 issues. SLA adherence: 95% of tickets within SLA. | Service Desk Response Time Report (weekly). Ticket Resolution Metrics (monthly). Customer Satisfaction Survey results. | User inquiries addressed within defined response times. Majority of tickets resolved within target resolution times. Positive customer feedback on support quality. |
Key Service Areas Covered
- Network Connectivity & Performance
- Server & Infrastructure Management
- Application Deployment & Support
- Data Storage & Backup
- Security & Compliance
- Monitoring & Reporting
- User Support & Service Desk
Local Support & Response Slas
This document outlines our commitment to local support and defines the Service Level Agreements (SLAs) for uptime and response times across various geographical regions. Our goal is to ensure consistent and reliable service delivery, tailored to the specific needs and expectations of our global customer base.
| Region | Uptime SLA | Priority 1 Response (Business Hours) | Priority 1 Response (Outside Business Hours) | Support Availability |
|---|---|---|---|---|
| North America (NA) | 99.9% | 30 Minutes | 2 Hours | 24/7 |
| Europe (EU) | 99.9% | 30 Minutes | 2 Hours | 24/7 |
| Asia-Pacific (APAC) | 99.9% | 30 Minutes | 2 Hours | 24/7 |
| South America (SA) | 99.9% | 30 Minutes | 2 Hours | 24/7 |
| Middle East & Africa (MEA) | 99.9% | 30 Minutes | 2 Hours | 24/7 |
Key Service Level Agreements (SLAs)
- Uptime Guarantee: We guarantee a minimum of 99.9% availability for all core services within each specified region. This excludes scheduled maintenance windows, which will be communicated in advance.
- Response Time Guarantee: Our support team is committed to responding to all critical issues within 30 minutes during business hours and within 2 hours outside of business hours for Priority 1 incidents.
- Resolution Time Targets: While not a strict SLA, we strive to resolve Priority 1 incidents within 4 hours and Priority 2 incidents within 24 hours.
- Regional Coverage: SLAs are defined and monitored independently for each of the listed regions to account for local infrastructure and operational nuances.
- Scheduled Maintenance: All scheduled maintenance will be communicated at least 48 hours in advance and will be performed during off-peak hours to minimize disruption.
In-Depth Guidance
Frequently Asked Questions
Phase 02: Execution
Ready when you are
Let's scope your Asset Management & Managed Services in Tunisia project in Tunisia.
OEM Approved
54Regions
Scaling healthcare logistics and technical systems across the entire continent.