IT Support SLA

Structured Monthly IT Support

Our IT SLA Support service is designed for businesses that need reliable, professional desktop and admin-level support without the expense of full-time IT staff. We provide flexible monthly plans that are tracked, transparent, and structured around your needs.

One of the key benefits of an IT SLA is billing per 15-minute interval. With ad hoc support, a minimum of one hour is charged regardless of the time spent. SLA clients only pay for the actual time worked, offering better value and accurate cost control.

What Our IT SLA Covers

Remote Desktop Support Assistance

• Microsoft Office support and troubleshooting
• Windows Operating System updates and performance issues
• Email configuration and troubleshooting (e.g. Outlook)
• Software installations and updates for approved business applications

All support is provided remotely and tracked in 15-minute intervals.

What’s Not Included

• Hardware repairs and physical replacements
• On-site support visits
• Software training
• Third-party service failures beyond TSC Media’s control

Benefits of Choosing an IT SLA

By choosing our IT SLA support, you gain:

• Cost Efficiency: Save on hourly rates with flexible 15-minute billing increments—only pay for the time you use, compared to the fixed charges of ad hoc support.
• Priority Assistance: Get faster response times with priority support for urgent issues, ensuring minimal disruption to your business operations.
• Predictable Costs: No unexpected bills - your IT support is bundled in a monthly fee, making budgeting simple and hassle-free.
• Comprehensive Support: Enjoy expert assistance for both desktop and server admin needs, all under one plan.
• Transparent Reporting: Detailed monthly reports showing exactly how your support hours were used, so you stay in control.

IT SLA Packages

• Additional Hours: R500/hour (tracked in 15-minute increments)
• SLA hours are valid for the month and do not roll over.

Internet connectivity issues during remote sessions will count towards SLA time.

More information coming soon....