Service Level Agreements (SLAs)

Dedicated Technical Support for Critical Operations

Proeon Systems provides tailored Service Level Agreements (SLAs) for industrial control systems, safety systems, automation equipment, and critical infrastructure. Our SLAs deliver reliable technical support, defined response times, and access to specialist engineering expertise to help minimise downtime, maintain compliance, and protect operational performance.

What’s Included?

Priority technical support
Guaranteed response times
Telephone and email support
Remote diagnostics and troubleshooting
On-site engineering assistance
Preventative maintenance
System performance reviews
Lifecycle management guidance
Upgrade and improvement recommendations

Who Benefits from an SLA?

Ideal for organisations that:

Operate critical industrial processes
Require rapid technical support
Manage ageing infrastructure
Depend on control and safety systems
Want to reduce operational risk
Require guaranteed support arrangements

Benefits of a Proeon SLA

Faster Response Times

Priority access to experienced engineers when issues occur.

Reduced Downtime

Rapid troubleshooting and technical support minimise operational disruption.

Predictable Costs

Clearly defined support arrangements provide greater budgeting certainty.

Improved Reliability

Ongoing technical oversight helps maintain system performance and availability.

Access to Specialist Expertise

Support from experienced industrial control and safety system engineers.

Flexible Support Packages

Every operation has unique requirements. Proeon SLAs can be tailored to your equipment, site locations, operational needs, and risk profile.

Whether you need standard business-hours support or a comprehensive 24/7 engineering support package, we can create an agreement that matches your business objectives.

Service Level Tiers

Flexible support when your team is unavailable

Temporary engineering support
Remote technical assistance
Telephone & email support
Holiday and leave cover
Access to specialist engineers
Flexible duration (typically 1-6 months)

Best for: Organisations requiring short-term cover during holidays, parental leave, vacancies, or periods of increased workload.

Reliable support when you need it

Business-hours technical support
Telephone, email & remote assistance (1-2 working day response)
Annual system health check
Lifecycle guidance and upgrade recommendations

Best for: Organisations requiring dependable support and occasional technical assistance.

Proactive maintenance and risk reduction

Everything in Protect
Priority response times (same or next working day)
Preventative maintenance visits
System performance reviews
Obsolescence assessments
On-site engineering support

Best for: Sites where reliability is critical and downtime impacts productivity.

Comprehensive protection for critical operations

Everything in Perform
24/7 emergency support
Dedicated engineering contact
Comprehensive maintenance programme
Obsolescence management plan
Technology roadmap and upgrade planning

Best for: Critical infrastructure, high-availability environments, and business-critical operations.

Frequently Asked Questions

What is a Service Level Agreement?

A formal support contract that defines service levels, response times, and support commitments.

Can SLAs be customised?

Yes. Agreements can be tailored to operational requirements, system criticality, locations, and business goals.

Is emergency support available?

Yes. Emergency technical support can be included depending on the selected package.

Can preventative maintenance be included?

Yes. Preventative maintenance services can form part of your SLA.

Contact Us

Contact our team Contact our team to discuss your Service & Maintenance requirements (Monday-Thursday, 9am-4pm, Friday 9am-1pm) on 01603 955 150

Need urgent assistance?

Contact our experienced engineers directly, on 01603 955 150, for immediate support and guidance.