Service Level Agreements

Service Level Agreement FAQ


What is the purpose of a SLA agreement?

The Service Level Agreement (or SLA) is A+K’s commitment to a guaranteed service. Our three SLA’s all offer an agreed service and support availability, plus more. The SLA will determine the level of service expected.

You will be recommended a SLA at your point of purchase. You have no obligation to take up the recommendation.

What is the duration of the SLA?

The standard duration of the SLA is one year and this is renewed on an annual basis. Please enquire with us for full details.

When will the SLA be sent to me and what is the deadline for responding with a signature?

Your SLA agreement will be issued to you at point of purchase and you will be given a unique SLA reference number that you should quote on all support enquiries. It will be counter-signed by our Managing Director and stored on file.

Please note that we will not be able to undertake any technical support without the signatures in place.

Do the SLA’s renew automatically?

No. We know how frustrating it is when services automatically renew when you have not had an opportunity to review the service you have received throughout the year. We will send you an email reminder letting you know that your SLA renewal is coming up, which may be followed up by a courtesy call if we do not receive a response from you. If we do not receive a renewal request, we will terminate your SLA contract and send you notification of this.

How do I log a case?

You can log a case via the telephone 01638 510900 and selecting ‘2’ for Technical support. You will be given a unique SLA reference number at point of purchase which you should quote on all support enquiries.

If our technical team are busy then your case will be noted down by our Operations team who will escalate the message on as soon as possible. Our phone line is open from 08.30 – 17.00 Monday to Friday excluding bank holidays.

You can also email support@anders-kern.co.uk and messages will be picked up.

If we are not able to resolve the issue remotely we will provide a RMA (Return Goods Authorisation) requesting the unit be sent back to our HQ for an initial assessment.

Who do I call if I’m not satisfied with the response I receive?

We pride ourselves on high levels of customer support and satisfaction. We take all concerns seriously. Please email our Managing Director Steven Black at steven@anders-kern.co.uk and he will get back to you as promptly as possible.

What does the annual performance check up consist of?

This is an on site scheduled visit at a mutually convenient time, normally taking place towards the end of your yearly term. One of our technicians will visit you and test the condition and performance of your product/software and make any necessary adjustments. This can also be a time to ask questions about how to get the best out of your products.

What does ‘On Site 72’ mean and what does it include?

Our support is triaged and then prioritised by our onsite technical team. ‘On site 72’ is defined by a 72 hour response rate time.

In the instances where an onsite technician is required, an A+K technician will arrive onsite after the appointment is coordinated with the customer.

Silver customers are entitled to receive 2 call outs free of charge per annum as part of their SLA contract. Charges will apply thereafter.

What does ‘On Site 24’ mean and what does it include?

Our support is triaged and then prioritised by our onsite technical team. ‘On site 24’ is defined by a 24 hour response rate time.

In the instances where an onsite technician is required, an A+K technician will arrive onsite after the appointment is coordinated with the customer.

Gold customers are entitled to receive 4 call outs free of charge per annum as part of their SLA contract. Charges will apply thereafter.

What communication will I receive throughout the year from A+K if I purchase a SLA?

You will receive regular email correspondence from our Customer Communications team. This will include:

  • Product news
  • Flagging up important updates
  • Tips and tricks
  • A+K event invitations
  • Exclusive offers and previews of new products
  • Annual performance phone call to arrange on site technician visit (Gold SLA only)


Please note that your email address will never be passed onto any third parties.

What does ‘meeting space’ mean and what does it include?

If you are a SLA customer you will be able to use our meeting space at our newly refurbished A+K Innovation Centre (located in Mildenhall, Suffolk) free of charge, once a quarter*.

Our state of the art meeting room facility offers a quiet space and comes complete with the latest audio visual and collaborative meeting technology. Our space can seat up to [ ] people.

We also offer tea/coffee making facilities (supplies not provided) and free car parking.

*Strictly subject to prior arrangement. No guarantee of requested date if Centre is already in use by another party.

What refresher training is offered?

Depending on your SLA, you will be entitled to annual refresher training for existing and new staff members. Or, you can use the entitlement for some technical support training instead. This training will take place via remote teleconference or screen-sharing application. Examples can include:

  • Detailed walk through of system set up and how to get the most out of the product
  • Troubleshooting
  • Question and answer session

If you would like an on-site visit to have training delivered in person, this can be arranged, but please be aware that travel and time will be chargeable.

What extra charges will I incur?

Depending on your SLA grade, you may incur additional charges for:

  • An external call out
  • Travel time

Charges are dependent on your location and the level of the call out.

Is my product warranty dealt with through the product manufacturer or A+K?

The product warranty is with the manufacturer who designed and built the product (e.g. Evoko). However, A+K will deal with any warranty issues on your behalf if you have a SLA agreement with us.

I am considering purchasing Concierge. What am I offered in terms of SLA support?

Concierge support is provided through our partner Fischer & Kerrn and will form part of your agreement when you purchase the product. Please contact our Sales team for further details.</

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