Astun Technology Ltd is committed to providing you with the highest levels of service, support and customer care via the most efficient and cost effective means via an Service Level Agreement (SLA).

When an installation of iShareMaps Location Server is implemented it is, by its very nature, dependant on many elements of the IT infrastructure such as networks, operating systems, web server software etc.  Due to this reliance, the need for a comprehensive SLA from Astun Technology is strongly advised.

Astun Technology’s comprehensive support will give you the peace of mind that our experienced technical staff are available to diagnose and sort out any problems as soon as possible after they arise.  Our goal is for your iShareMaps web site to be available on the Internet 24 hours a day, 7 days a week.

Our SLA and SLA Plus are provided on a time and materials basis.  We therefore normally require a nominated contact who will provide support requests to ensure that this time is used in a consistent manner.  This SLA overview cannot list every scenario that can possibly occur but we hope that from the way it is written it outlines the principles that Astun Technology Ltd follows in the support or our customers.

What the SLA covers

The standard SLA covers general support of the installation of the standard installation.  In most cases 14 hours of support for a calendar year will cover items such as:

• Quick diagnosis of common issues in configuration with the web server and operating system

• iShareMaps configuration issues and resolution

• Limited windows server configuration for iShareMaps Location Server.

• Limited mapping engine support except where an open source engine is used we provide support for all issues in that environment.

• Reinstatement to previous configurations

• Updates and service packs to the iShareMaps solution and related mapping software

What the SLA Plus covers

SLA Plus gives you all standard SLA items with an additional 21 hours of expert time from who is available for additional tasks such as:

• General web mapping support

• Building and maintenance of additional Test environments

• Web page integration support  & custom development support using location based web services

• Data access and publishing advice including automated publishing of Map data etc