Sample software support sla

Jul 17, 2012 defining acceptable response and resolution times is a key task in the production of it service level agreements slas. The service level agreement is intended to assure the vendor will provide the city an acceptable level of availability and. A service level agreement sla is a negotiated agreement between two parties where one is the customer and the other is the service provider. It is sensible to give these timings some serious thought, rather than. Service level agreement sla management, help desk sla. Particular aspects of the service quality, availability, responsibilities are agreed between the service provider and the service user.

Lets look at a sample sla that you can use as a template for creating your own slas. Saas, or software as a service, is commonly used by businesses across. Information will be provided on both open and closed requests. The support services that may be covered by the document include assistance with the use of software and the identification of bugs in software. North52 software applications limited version version date. If you have been tasked with preparing or negotiating a software support sla, and are looking for some guidance, this post should help you. Whats important here is the fact that most service providers write the sla keeping their own best interests in mind, which makes it very important to evaluate the agreement before finalizing it. Saas is defined as software applications hosted by the vendor where the city does not take ownership of the. The service level agreement template can be downloaded in microsoft word format without the need to register. This agreement represents a service level agreement sla or agreement between cybersmart. This agreement sample specifies the scope, nature, and terms and conditions of the service to prevent future complications from occurring.

It outlines what the customer can expect in terms of quality of service from the vendor, and outlines what remedies the customer will be entitled to if that service level is not maintained. A service level agreement can help you manage vendor. Saas, or software as a service, is commonly used by businesses across all industries. Service level agreement sla hardware support agreement support issue hardware repairs including computer peripherals ccsu owned equipment sponsoring office information technology it client support sponsoring office contacts lynn bonesiopeterson, chief information officer 8608321848. Software as a service service level agreement template. Outsystems takes care of installing new updates and versions in all environments.

This service level agreement template is adopted by city purchasing policy for software as a service saas solutions and serves as a supplemental document to the city contract with the vendor. Phone for password resets, students can contact the. Usage this sample agreementhas been produced by the it donut uk and abussi. Theyve created this sla template which, due to the way its written, would be used by those with sla knowhow or at least by those with experience of legal. The service level agreement is intended to assure the vendor will provide the city an acceptable level of availability and performance of the saas application. Service level agreement sla hardware support agreement support issue hardware repairs including computer peripherals ccsu owned equipment sponsoring office information technology it. In order to provide optimal first level support service to all departments. Software technical support service level agreement sla. Defining acceptable response and resolution times is a key task in the production of it service level agreements slas. The service level agreements slas reflect our clientfocused, servicesbased commitment to you. Sample information technology services service level. An sla, or servicelevel agreement, is a document created together by two or more parties to specify services that a provider will deliver to a customer.

Jan 08, 2020 an sla, or servicelevel agreement, is a document created together by two or more parties to specify services that a provider will deliver to a customer. Support terms and service level agreements sla of the. Software development agreement template get free sample. Global service levels global service levels include the general areas of support that are applicable to every its service. The openlm support service agreement is based on the terms and conditions of the openlm eula and openlm maintenance agreement, and does not replace them in any. A service level agreement sla forms part of the contract between your business and its it supplier the sla sets out what levels of service are acceptable and crucially explains what compensation you. It also assumes that support will be accessed through some form of helpdesk. Document and publish the technology services that its provides. This template is designed as a resource to be downloaded and edited for your unique help desk sla needs.

The template assumes that support is to be provided in relation to a particular software system, rather than software generally. This software development agreement the agreement or software development agreement states the terms and conditions that govern the contractual agreement between developer. Provide predictable levels of response, availability and service maintenance. We need to consider these combinations carefully when developing an sla because they can significantly alter the scope and content. Example it support agreement about this document this document is an example it support agreement between a small business and an it support company. Subject to the full payment of the software and maintenance fees, technical support shall be provided by telephone, email and via the vendors web site to up to 5 individuals representing the authorized users per organization. Exhibit x service level agreement sla for software. Customer support sla template, b2b service level agreements. Service level agreement sla management, help desk sla software. Service level agreement for informacast fusion and informacast mobile saas singlewire strives to make the service continuously available, 100% of the time. Help desk service level agreements slas teamsupport understands the importance of managing slas for your business customers. Pnmsoft the vendor software maintenance and support.

A servicelevel agreement defines what a customer should expect from the saas service provider and acts as a legal document. This example service level agreement sla shows how can you develop an sla, what. Jan 01, 2014 the it help desk will provide monthly reports to customer name staff containing information on actual performance achieved, compared to service levels agreed on. Slas may cover more than just software support services.

Make changes as necessary, as long as you include the relevant partiesparticularly the customer. We pride ourselves on the quality of support provided in a timely fashion as described within this sla. Lets look at a sample sla that you can use as a template for creating. Slas are a crucial aspect of a software as a service saas contract as, as. This agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This document is a template for establishing a service level agreement with an external vendor providing application support and maintenance. In the event we fall short of that goal, under the terms of this service level agreement sla, singlewire will provide customer a service credit in the event the service is available. For example, an infrastructure network support sla would be different from a software application support sla. Pnmsoft the vendor software maintenance and support level agreement sla 1. This sla describes the levels of product availability and support that customer can expect. A saas sla agreement is an agreement at the service level for the customer of a software as a service product.

Service level agreement sla examples and template bmc blogs. The degree of specification required in the service level agreement will vary based on the nature, and. A servicelevel agreement sla is a commitment between a service provider and a client. Such notice may be provided by email or by posting the revised terms on qualys website. A service level agreement sla forms part of the contract between your business and its it supplier the sla sets out what levels of service are acceptable and crucially explains what compensation you will receive if the it supplier fails to meet these levels. The purpose of this agreement is to ensure that the proper elements and commitments are in place to provide consistent it service support. Company having its principal place of business at client.

Exhibit x service level agreement sla for software as a. In this example, you may have a status called pending customer reply which has the pause sla box checked in your admin settings. Written contracts covering the provision of software support services often incorporate some kind of service level agreement, or sla for short. If you have been tasked with preparing or negotiating a. Sample information technology services service level agreement sla this document serves as a set of guidelines to inform decision making within school name technology department as well as a. The template assumes that support is to be provided in. They can be used for a variety of purposes but in this case were looking at the use of customer support slas as related to software and technology companies. It outlines what the customer can expect in terms of quality of service from the. It to the agency, thereby ensuring timely, cost effective and efficient support services are. After all, these targets are something your msp business will need to continually reach and be judged on. Particular aspects of the service quality, availability, responsibilities are agreed between the service provider. Structuring slas for it support it service management itil. The following are illustrative examples of commitments that are commonly included in service level agreements.

Reynolds help desk service level agreement sla page 7 network and wifi connectivity level 1 level 1 lan password resets level 1 windows os v7, v10 software installation ex. Pnmsoft the vendor software maintenance and support level. Openlm will establish and maintain an organization and process to provide customer support for the openlm software. It is sensible to give these timings some serious thought, rather than plucking figures from the air. Jan 18, 2019 a service level agreement sla is a contract between a service provider or vendor and a client or customer.

Sla service level agreement customer support software. Sample it help desk service level agreement sla giva. Customer name staff is not responsible for reporting, but may at their discretion audit the methods being used by the. This agreement sample specifies the scope, nature, and terms and conditions of the service to prevent. Company having his principal place of business at developer. Remember that these documents are flexible and unique. In return, digital deployment accepts responsibility for maintaining the website infrastructure and will take reasonable measures to ensure that installed software is kept current, that security patches are applied in a timely manner, and that any problems with the website infrastructure are quickly resolved. Subject to the full payment of the software and maintenance fees, technical support shall be provided by telephone, e.

Sample service level agreement slas come in many shapes and sizes. Sample information technology services service level agreement sla this document serves as a set of guidelines to inform decision making within school name technology department as well as a guide for community members to better understand the support services provided by our technology department. Renewal term shall mean any 12 twelve month term of website maintenance services elected by customer subsequent to the term. When a version of the outsystems software reaches the end of mainstream support, outsystems will schedule mandatory upgrades of the paas environments to a supported version. Different combinations require different services and performance levels. Qualys reserves the right to modify this cloud services support policy at any time upon thirty 30 days notice to customer provided that qualys shall not materially reduce the service. Java, adobe reader level 1 level 1 download and install office 365 level 1 basic troubleshooting level 1 level 1. Its a specific kind of contract which determines the scope of work and aims to keep performance levels to an agreed standard.

We are committed to helping you maintain a site that complies with section 508 of the americans with disabilities act, and wcag 2. When a version of the outsystems software reaches the end of. And consider additional topics you may want to add agreements on. A service level agreement sla defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any. Sla service level agreement teamsupport has the ability to define various levels of sla s and assign these to customers, products, or both customerproduct associations. A servicelevel agreement sla defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any. Service level agreement sla for north52 bpa by north52 software applications limited effective date.

This service level agreement sla forms part of the software as a service agreement. This agreement represents a service level agreement sla or agreement between company name and customer for the provisioning of it services required to support and sustain the product or service. Sla template provide a free general purpose service level agreement or sla template that you can use in a variety of situations. The it help desk will provide monthly reports to customer name staff containing information on actual performance achieved, compared to service levels agreed on. For example, where hosting, hosted services andor software maintenance are being provided, an sla may also cover aspects of those services. Technology services typically include an uptime commitment such as 99. Exhibit x service level agreement sla for software as. How to create the service level agreement your customers expect. Check the it donut advice boxes for explanations of each area of the agreement. Support and maintenance terms and conditions solarwinds. Application development and support support requests relating to the use of the service will be initiated by opening an incident or request ticket with the its service desk. This software support and maintenance terms and conditions agreement govern the delivery of any standard software support defined below and is entered into by you, either an individual or an entity, and your affiliates you or company and solarwinds worldwide, llc solarwinds.

Software technical support service level agreement sla scope openlm ltd. Lets say your company bought a crm database software. An sla, or servicelevel agreement, outlines the way the saas will be used at the level of the service provider. North52 software applications limited version version date description author 1. Kpis and other related metrics can and should support your sla, but. Dec 12, 2016 a service level agreement, or sla, is a common term for formal service commitments that are made to customers by service providers. Qualys reserves the right to modify this cloud services support policy at any time upon thirty 30 days notice to customer provided that qualys shall not materially reduce the service levels stated in this cloud services support policy. A service level agreement sla is a contract between a service provider or vendor and a client or customer.

Comprehensive it service level agreement mnsure service agreement introduction the aim of this agreement is to provide a basis for close cooperation between the office of mn. Our help desk software includes bestinclass service level agreements sla management software. Document our responsibilities as a service provider and of clients receiving services. Reynolds help desk service level agreement sla page 3 method for requesting services. For example, if an sla is not met during the month of april, one penalty deduction as outlined in the sla. The fourth template comes from pandadoc, a piece of document automation software known for its builtin signature feature. This agreement represents a service level agreement sla or agreement between company name and customer for the provisioning of it services required to support and sustain the product or. Whats important here is the fact that most service providers write the sla. Software support agreement free templates by seq legal. A service level agreement is a document that is presented to the clients of a service provider formally. Our help desk software includes bestinclass service level. Structuring slas for it support it service management. The basic structure of the sla would be the same but specific services being provided. Service level agreement sla hardware support agreement.

Measurement period for user support and problem correction slas is a calendar month. The most common component of an sla is that the services should be provided to the customer as agreed upon in. This is an example of a service level agreement the crm database software company. It and mnsure agency, for support services to be provided by mn.