Service Level Agreement
Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by 24x7servermanagement.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Customer.
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Service Scope
The following Services are covered by this Agreement;
- Ticket and chat support
- Monitored server alerts and email support
- Remote assistance for server infrastructure using ssh or remote desktop i.e RDP
- Planned or Emergency assistance
- Monthly system health check and reports