DAG Tech ⋆ Clarity IT Support SLA

IT Service Level Agreement

CLARITY IT

Per Hour IT Support Contract

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DAG Tech’s Clarity IT is a per hour IT support contract which provides your business with top-notch technology services.

Top-Quality Per Hour IT Support Contracts

Carefully Defined, KPI Driven SLAs

Business IT Services

Great SLAs provide your business with the structure to prosper. Tiered expertise with vast technical competencies and highly trained resources.

Technical Know-how

Our team is compromised of top-tier engineers, specialists, and managers who will focus on your requirements and produce results.

Accurate Structure

Your per hour IT support contract will be structured accurately to fit the requirement at hand. These include term length, costs, service levels, response, and logistics.

Performance Based

Clarity IT SLA are built to provide high levels of IT performance. To assure results, they include definition and reporting of Key Performance Indicators (KPI).

Extensible

Clarity IT SLA modules provide extensible support to established formats. Modules accommodate specialized technical requirements and bolt-on augmentations.

Pricing

Priced competitively and providing maximal value, our agreements are based on areas of technical expertise, specialties, structure, and tier levels.

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Core SLA

Clarity IT can be used as a core IT services SLA and can be customized to suit your needs. All aspects of structure can be defined, including resource allocation, technical proficiencies, tier levels, and logistics.

Technical resources available:

CxO – Cybersecurity
CxO – IT Compliance
CxO – Technology
Cybersecurity Expert
EHR Specialist
IT Engineer (Tier II)
IT Engineer (Tier III)
IT General & Administrative (G&A)
Network Engineer
Solutions Architect

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SLA Metrics

Clarity IT SLA provides Key Performance Indicator (KPI) assurance on important metrics such as:

Mean Time To Acknowledgement (MTTA)
Mean Time To Initiation (MTTI)
Mean Time To Resolution (MTTR)
Ticket Volume
Ticket Distribution
Tickets Opened vs Solved
Ticket Backlogs and Predicted Backlogs
First Contact Resolution
Escalation Rate
Ticket Reopen Rate
Customer Effort
Resolution Satisfaction

SLA Modules

Clarity IT SLA modules provide extensible support to established formats, such as professional services automation systems, helpdesks, Network Operation Centers (NOC), Security Operation Centers (SOC), and primary IT teams.

Modules exist for solutions including:

Content Management Systems (CMS)
Custom Applications
Data Centers
Databases
Document Management Systems (DMS)
Electronic Health Records (EHR)
Enterprise Resource Planning (ERP)
In-house Helpdesk Extensions
On-site Support Schedules
Server Environments

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SLA Structure

Clarity IT SLA is structured using the following basic parameters:

See our public rate table: https://estore.dagtech.com/collections/project-rate-table
8-hour per month minimum contract
For multi-site businesses, 4-hour per month minimum per location within 30 miles of DAG Tech service locations
For multi-site businesses, 8-hour per month minimum per location outside of DAG Tech service locations (with DAG Tech approval)
See the Clarity IT Service Level Agreement (SLA) at https://www.dagtech.com/terms-conditions/

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DAG Tech TS4

Often added onto Clarity IT, DAG Tech’s Technology Support Suite (TS4) simplifies and consolidates the software required to manage your IT, into a single solution.

TS4 offers a TS4 Core version to provide core Managed IT tools, and a TS4 Core+Sec version to provide core Managed IT tools plus core cybersecurity solutions.

TS4 Core

Professional Services Automation (PSA)
Password Management
Remote Management & Monitoring (RMM)
Network Monitoring
Technology Asset Management (TAM)
Pro-active Maintenance Scheduler – DAG Tech Blackjack
Onboarding – DAG Tech Setsail

TS4 Core +Sec

Professional Services Automation (PSA)
Password Management
Remote Management & Monitoring (RMM)
Network Monitoring
Technology Asset Management (TAM)
Pro-active Maintenance Scheduler – DAG Tech Blackjack
Onboarding – DAG Tech Setsail
DNS Security by Cloudflare
Email Security by Avanan Protect
Email Domain Security by DMARCLY
Endpoint Security by SentinelOne

Customizable

Outcomes-based solutions with flexible implementation to fit your needs.

Cost-Controlled

Cost conscious pricing that best serves you in our per hour IT support contract format.

Comprehensive

Dedicated team of experts providing round the clock support for all technology.

Trusted, Reliable IT Services

Our per hour IT support contracts are powered by best practices and core principles that put client success first.

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23 YEARS

OF CONTINUED GROWTH

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10,000+

DEVICES MANAGED

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1,000+

CLIENTS SERVED

What makes DAG Tech different?

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We make the complicated simple

We approach all challenges as opportunities. Our communication is and always will be straight forward, honest, and understandable.

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Our customers and team are in it for the long haul.

We have an industry-high retention rate with both our customers and our team. That’s because we are in the business of prioritizing happniess and over-delivering.

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We believe the future is now.

The world and technology are progressing rapidly. To provide quality service we stay up to date with the cutting edge, and are blazing ahead as innovators and leaders.

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We are tech-obsessed - it is more than our job.

We know that people who love what they do always do the best job. Our team is deeply passionate and that holds them to the highest level of accountability.

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You get your own dedicated team.

We match your business with industry experts specific to your unique needs. No matter who you work with, you can count on the fact that this company and your people will never give up. Every time without fail. With smiles on our faces.

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Choosing DAG is also choosing community

Philanthropy is a very special part of our DNA. We are proud to sponsor charities like Simply Youth Institute and give back to the community. Your business makes it possible.

Technical Competencies

Design the right SLA with a Per Hour IT Support Contract.

A winning technology support contract starts with best-in-class approaches.

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