Level Three Support Service Level Agreement
For Support Services in 2001 Version 1.0
Purpose
The purpose of this Support Service Level Agreement (SLA) is to formalize an arrangement between [your
company] and [the client] to deliver specific support services, at specific levels of support, and at an agreed-upon
cost. This document is intended to provide details of the provision of level 3 application support services to [the
client]. This SLA will evolve over time, with additional knowledge of the client requirements, as well as the
introduction of new applications and services into the support portfolio provided to [the client].
Scope of Agreement
The following services are provided in response to the transfer of trouble tickets from [the client] to [your
company] in accordance with [the client]’s case management process.
Services Automatically Provided Under This Agreement
The following services are provided in response to the transfer of trouble tickets for level 3 support from [the
client] to [your company]:
1. Corrective maintenance—Defined as activities associated with root-cause analysis and bug-fix isolation and
resolution:
Root-cause analysis—Analysis of the root causes of problems. Problems will be reviewed to determine
their root causes, measures will be taken to correct the sources of the problems, and reports will be
prepared and distributed in a timely fashion.
Bug fixes—Defined as the emergency repair of any system operation that does not comply with the
current signed and approved system specification. This includes system errors, "hung" or halted screens,
or unexpected results within the system that render it unusable for the purpose for which it was designed.
2. Ticket status updates—[Your company] will provide direct input into [the client]’s problem tickets from its
[your address] location, or remotely from other satellite eSupport centers within [your company].
Requests for Support Specifically Covered Under This Agreement
The following application-related services are provided under this agreement:
1. Application monitoring—Every effort will be made to conduct periodic monitoring of production
applications to assess application availability.
2. Enhancements to production application software—When an enhancement to an existing production
application is required and the level of effort is less than five days. This includes changes to the application
only. Should the volume and timing of enhancements impact the timely resolution of support requests, then
[your company]’s support manager shall inform [the client]’s support manager and the [your company]
account manager with the intent of assigning enhancement work to another [your company] resource.
3. Transition of new or modified applications—When a new or modified application is ready to be
transitioned into support, planning and coordination of the necessary activities between the [your company] or
[the client] development team and the [your company] support team will be conducted. Other requirements
include:
Support will commence for a new or modified application 30 days after deployment.
The development team is expected to support the new or modified application for the first 30 days after
deployment.
[Your company] will have at their disposal the development team or previous support team to provide
knowledge transfer for a period of 60 days after deployment.
August 6, 2021 [Your company] Page 2
For Discussion Purposes Only
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2011-08-04
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