Rush Links Ltd delivers reliable and innovative IT solutions across the Globe, helping businesses boost performance, security, and efficiency through expert IT support, cloud, network, and virtualisation services.
RushLinks Global, offers Flexible Service Level Agreements (SLAs): to give you customized, scalable support that aligns with your priorities, budget, and risk profile.
Tailor-Made SLA Packages
Define different SLA tiers for various device types (servers, storage, network, endpoints).
Mix and match response models: 4-hour, same day, next-business day, or remote-only support.
Choose coverage windows: business hours, 24×7, on-call, or scheduled maintenance.
Measurable KPIs & Performance Metrics
Agreed key performance indicators: response time, resolution time, uptime, system health, etc.
Regular reporting and SLA performance reviews — you have visibility into how we’re doing.
Dynamic & Scalable Contracts
The SLA can be refined over time: as your infrastructure changes, so can the terms of support.
New systems or sites can be added under the SLA, with negotiated response and coverage levels.
Accountability & Remedies
We clearly define what happens when we miss SLA targets: escalation paths, credits, or corrective action.
Transparent communication and regular SLA reviews ensure continuous alignment.
Single-Point Support
One contract, one vendor — covers all your hardware and IT services under the SLA.
Simplifies vendor management, avoids conflicting support commitments, and keeps accountability centralized.
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Customized to you: Not a standard, rigid contract — we tailor SLAs to match your business.
Scalable & future-proof: Adapt your SLA as your infrastructure or priorities change.
Transparent performance: Measurable KPIs, regular reporting, and a clear escalation framework.
Cost-efficient: Only pay for the level of service you need, without overprovisioning.
Trusted partner: A reliable support provider with experience across multi-vendor systems and diverse infrastructure.
A Flexible SLA is a support agreement that’s customized to your specific IT needs — you pick the response times, support windows (e.g., 24×7 or business hours), and coverage types (remote or onsite) for each system or location. This way, you don’t pay for unnecessary support, and you ensure critical systems get the right level of protection.
Yes. With our Flexible SLA model, you can scale or modify your service levels over time. If you add new hardware, open new sites, or need faster response times for certain systems, we can adjust the SLA — making it a future-proof solution.
We define clear KPIs and metrics (e.g., response time, resolution time) in the SLA, and if we miss those targets, there are predefined escalation paths. Depending on the agreement, this could include service credits, prioritized corrective actions, or other remedies to make things right.