Y Soft Corporation announced the official launch of its tiered cloud service level agreement (SLA).
Effective from November, the SLA outlines the level of performance and service standards customers can expect with YSoft SAFEQ Cloud.
With the accelerated adoption of the cloud in the past years, Y Soft’s approach to operating its solutions has evolved. In the past, with on-premises offerings, service providers focused on product development and support for customers and partners, while partners and customers handled the solution’s everyday operation.
Now, with the SAFEQ Cloud solution, the company develops its product and plays a paramount role in managing the infrastructure and ensuring smooth operation. This shift allows their partners to concentrate on delivering a comprehensive managed print service experience while customers can focus solely on printing. This change in responsibilities has necessitated a shift in the company’s SLA approach. The new service level agreement in cloud computing contexts places customer experiences and seamless operations at the forefront, the company explained.
The SAFEQ Cloud SLA is composed of two key drivers:
- Service availability: Y Soft ensures the infrastructure and solution function properly by introducing covered experiences, a key step in their customer-centric approach. Y Soft commits to service reliability and uptime, maintaining specified levels of accessibility.
- Support: Y Soft also wants to ensure prompt support. This is measured by response time, which is the time it takes for Y Soft to respond meaningfully to an issue.
With the new service availability and support commitments, Y Soft said it aims to establish a mutual understanding of service standards. Customers and partners can rely on services to be reliable and available when needed, giving them peace of mind and uninterrupted access to the SAFEQ Cloud platform.
