Service · Maintenance
IT maintenance, hotline and support in West Africa
French-speaking hotline, certified engineers, local spare parts stock and contractual commitments (response and resolution SLAs). Sylamtech.GROUP keeps your IT infrastructure operational 7 days a week according to your contract.
Our offer
Three service levels
Preventive maintenance
Scheduled checks (firmware, logs, capacity, alerts), security updates, optimizations.
Corrective maintenance
Incident response with contractual response and resolution SLAs by application criticality and by site.
Proactive monitoring
24/7 monitoring or business hours per contract, detecting incidents before they impact users.
Commitment
Contractual response and resolution SLAs
No "best effort". Our contracts specify maximum timeframes by criticality and by site.
| Criticality | Response SLA | Resolution SLA |
|---|---|---|
| Critical (production down) | 2 business hours | 8 business hours |
| Major (severe degradation) | 4 business hours | 1 business day |
| Minor (isolated issue) | 1 business day | 5 business days |
Indicative timeframes — each contract is negotiated based on criticality, scope and countries covered.
Hotline & support
Reachable, French-speaking, local
- Phone hotline 9am-6:30pm, Monday-Friday (24/7 with premium contract)
- Flexible time-bank or unlimited package depending on contract
- Ticket opening by phone, email or client portal
- Automatic escalation if response or resolution SLAs are exceeded
- Monthly steering committees with published KPIs (incident rate, SLA compliance)