Service SLA

Our Profile

Proseth Solutions is a consulting-oriented company, intending to fill in the market need for professional, customer-focused IT Solution Company.

We will accomplish this by offering professional services to include Data Center, Server Storage, Back up Solutions, Virtualization, Network & Security, VoIP System, Business Solutions, Cloud Solutions, Consultant, Training, value-added support benefits such as “uptime guarantees.” We will develop long-term relationships within this segment, and earn their business.

Our Mission

To identified customer problem with professional employee by provide high quality of service to exceed customer expectation and help customer grow their business.

IT Service Maintenance

Support and maintenance services are fundamental for a business's key performance and should be treated as an ongoing exercise as IT is ever evolving. With the proper tools and knowledge, it can save your business the expense and disruption of downtime.

People often forget how essential IT hardware is to the success of their business, until they are up against a deadline and something critical fails. You may be able to deal with everyday troubleshooting issues. However, what happens when you come across a completely new problem you cannot solve?

With Our Maintenance Plan, you can expect the following features & benefits:
Certified Engineer
Certified Engineer

Our IT engineers are Certified with International vendor such Microsoft, Cisco, Checkpoint, Fortinet, IBM, Vmware, TrendMicro, ... etc.

Preventive Maintenance
Preventive Maintenance

As Our engineer gets familiar with your network and computer systems, our strategy revolves around constant monitoring and improvement of clients' IT environment in order to minimize compromises to security and maintain system availability.

IT Advisory Services
IT Advisory Services

To help you further understand your IT challenges and business needs, our certified and experienced engineers are available for consultation regarding any IT related issues.

IT Inventory Services
IT Inventory Services

We help you to enhance the performance of and achieve optimal life-cycle management of information technology assets. Proper documentation and tracking of hardware/software IT assets assist managers in strategic IT decision making, as well as to manage their IT portfolio effectively in the areas of cost and governance.

IT Hardware
IT Hardware, Spare Part Backup and Replacement Options

Hardware Backup and Spare part replacement provide customer cost effective and faster way to have unit backup or spare replacement on site without purchasing product by themselves.

IT Maintenance Service Packag

A. PREMIUM SERVICE SUPPORT
Support 24x7
Service Level Agreement (SLA) - PREMIUM SUPPORT (24x7)
Location

Phnom Penh

Technical Assistance

Coverage: 24x7

  • Response time call log: 30 minutes after call log (Maximum)
  • On-call support: 1 hours after the call log
  • Turnaround solution: 2 days
  • Resolution Time: 3 days
  • Fully support time: (24x7): 24 hours per day and 7 days per week
Preventive Maintenance Service

4 times per year

Monthly Report
Review Meeting

Both parties must agree on the proposed date/time of the review meeting per quarter

B. ADVANCE SERVICE SUPPORT
Support 8x5
Location

Phnom Penh

Technical Assistance

Coverage: 8x5

  • Response time call log: 40 minutes after call log (Maximum)
  • On-call support: 1 hours after the call log
  • Turnaround solution: 3 days
  • Resolution Time: 4 days
  • Fully support time: (8x6): 8 hours per day and 6 days per week
Preventive Maintenance Service

2 times per year

Monthly Report
Review Meeting

Both parties must agree on the proposed date/time of the review meeting

C. STANDARD SERVICE SUPPORT
Support 8x5
Location

Phnom Penh

Technical Assistance

Coverage: 8x5

  • Response time call log: 60 minutes after call log (Maximum)
  • On-call support: 2 hours after the call log
  • Turnaround solution: 4 days
  • Resolution Time: 5 days
  • Fully support time: (8x5): 8 hours per day and 5 days per week
Preventive Maintenance Service

1 time per year

Monthly Report
Review Meeting

Both parties must agree on the proposed date/time of the review meeting