Engineering Services Agreement (ESA)

An Engineering Services Agreement (ESA) with FirstLight enables you to focus your staff on supporting the critical business applications that drive your business and keep your operations running smoothly and efficiently. An ESA augments talent and frees up staff.

We see our ESA offering as a contract between FirstLight and our client for Professional Engineering Services. Certified and experienced, we have engineers who can work on all telecommunication services.

Service Level Agreements (SLA) are an important component of an ESA. FirstLight spells out four distinct components to its ESAs:

Fulfillment

  • Engineering
  • PMO
  • Warranty Administration

Access

  • Contact Methods (call, email, portal, collaboration, etc.)
  • Level of Users (end users, help desk, administrators)

Coverage

  • Service Requests
  • Break & Fix
  • Incident Management
  • Problem Management

Technology

  • Product
  • Service
  • Monitoring
  • Assessment

FirstLight knows the importance of monitoring as part of a successful ESA program. We have implemented multiple SolarWinds® modules and invested in hardware, software, and engineering talent within this robust platform over the last 10 years. As a company, we hold every Cisco certification and specialization available as a Cisco Premier Partner. Training is a critical component of our success. Our state-of-the-art Network Operations Center is a 24x7x365 U.S.-based staff with highly certified and highly qualified technicians and engineers.