Use this Support Services Agreement when providing support services for specified software in specified environments (and it’s not a managed service).
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Use this Support Services Agreement when providing support services for specified software in specified environments (and it’s not a managed service).
The Support Services include Incident Requests and Requests for Assistance, with Priority Levels. Monitoring and Alert Services are also provided for (but can be deleted if not applicable).
The Support Requests are logged via a Service Desk during the Support Hours, provided as a level 2 service. This can be changed if the Supplier is providing a level 1 service desk.
Where applicable, Incidents can be handed over by the Supplier to nominated third party suppliers. If not applicable this section can be deleted.
Requests for Assistance can range from requests for information to software enhancements.
The Support Services Agreement can be readily completed or modified with your relevant details.