DAG Tech’s Clarity IT reserves a block of senior engineering hours for your business every month — for projects, server and infrastructure work, and teams with in-house IT that need dependable senior backup.
Senior Engineering Hours, Reserved Every Month
Carefully Defined, KPI Driven SLAs
Core SLA
Clarity IT can be used as a core IT services agreement 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
SLA Metrics
Clarity IT 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 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
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/
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
Trusted, Reliable IT Services
Clarity IT agreements are powered by best practices and core principles that put client success first.
What makes DAG Tech different?
Reserve the senior engineering hours your team needs.
A winning technology support contract starts with best-in-class approaches.
Need unlimited support for every user? See our flat-rate IT plans.