The Intermediate SLA option provides the client with a engineer on site without ITTconnect. 
: SLA support package: 
Included in this contract are the following standard services:
• Resolve any IT related problems
• Change existing configurations
• Add / remove equipment to your network.
• New installations of Hardware and Software components
• Relocations or upgrades of existing equipment
• Telephonic Support (Unlimited)
If problem cannot be resolved within 15min a call will be generated and an engineer dispatched.
• Remote Support
• On-site remedial Support (Hardware or Software) 
• Software distribution, remote back-up services and capacity management (File servers)