Mike, what’s the arrangement for customers with an SLA2 global assist agreement…
The most important feature of the SLA2 agreement is the annual software upgrade. The knock-on effect of this benefit is immense as the support team are only having to remember the features of the last two versions.
I spend the majority of my time organising the annual upgrades, however this is made easier by each customer agreeing to an upgrade month at the point of installation. I simply contact them two months prior to arrange the exact upgrade dates. Each customer is also allocated a field technician which again makes the planning much easier. The four field technicians are aware of what work they will be completing for any month of the year – it’s a system that work extremely well!
The annual support spend range for SLA2 customers varies depending on the quantity of hardware they have installed. The larger SLA2 customers are multi-site and therefore multi terminal.
With access control accounting for some 40% of terminal sales there are now several sites that have in excess of 100 attendance and access terminals.
SLA2 customers have been our core-business for the past 10 years and have been instrumental in the success of the timeware® enduser business.