• Response Time: 15 minutes for the recording and diagnosis of any potential problem
• Recovery time: 4 working hours for standard SLA

Service quality:

Our guarantee of service quality is based on:

• Equipment supervision, 24/7
• Mail or phone alert on detection of an incident for pro-active maintenance
• The ability of our operators to diagnose and correct defaults in 90% of cases in less than 3 minutes
• Escalation procedures to induce and follow the maintenance suppliers’ intervention in case of hardware failure
• Single click by operator to access customer data in the Novasight data base 
• Incidents Log
• Monthly statistics for traffic analysis, incident follow up, service monitoring and the improvement of service quality

Further service quality commitments:

• Reactivity: Instant conferencing : Book your conferences up to 30 minutes before its start either by phone, email or fax, or by a personalised form on our web site http://www.resaweb.fr (only for subscribers)
• Flexibility: Extend the duration of your conference or add non foreseen participants to your conference at any time
• Availability:  24/7 service. Furthermore, an additional half an hour beyond the booked duration of the meeting is always reserved for you
• Reliability: Back up of all our production means, i.e. back-up for our networks, energy, data centre and equipment... In case of a break-down of one of them, it is immediately replaced by another resource in order to ensure you the continuity of services
   

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