Service Level Agreements

DMSE provides service level agreements support to cover the following system infrastructure software and Solutions products.


Product Portfolio
VMware Server virtualization - vSphere
Management and Monitoring - vCenter server and Operation Manager
Disaster recovery - Site Recovery Manager-
Client Virtualization - Horizon suit
Cloud deployment - vCloud suit
Mobile Management – Air watch
Microsoft Hyper-V virtualization – Server Virtualization
System Center Products – Backups , monitoring and management
Message and Collaboration- Exchange Server Infrastructure, Lync server deployment,
Authentication and security- Active Directory Infrastructure and Right Management Service,
DB infrastructure - SQL server infrastructure
Cloud - O365 integration  
Symantec Backups and Availability - Backup Exec and Net backups , System Recovery,
Security - Bright Mail Gateway, End Point Protection
Citrix Client Virtualization - XenApp, XenDesktop
Mobile Management – XenMobile
Networking and security – Netscaler
Linux Open Source Solution


Scope of key services covered under Service Level Agreements is mentioned below:

Type of Service Description
Onsite and Remote Support Assistances All issues relating to   above products / solutions
8x5, 24 x 7 support  with committed response time
Health check Quarterly scheduled health check of the system and providing report about the system health condition
Patching and updating service packs Keep the system up-to-date, if required only.
Customization and fine tuning Do the minor customizations in the system with approval of customer. Also If needed, fine tuning system parameters for increasing performance.
Training and workshop Provide the on-site training for administrating system
Advisory support Provide advisory support relating to products / solutions and services
Dedicated support manager Assign dedicated technical personnel as the single point of contact



Nirukshitha Gamage

Service Centre Business Hours

Monday to Friday - 9:00 am to 5:30 pm
Saturday - 9:00 am to 1:00 pm
*Service Centre will be closed on Sundays,
Mercantile Holidays & Poya Days