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Effective Date: March 10, 2020
Document Owner: |
Alpha Serve |
Versions
Version |
Date |
Description |
Author |
---|---|---|---|
1.0 |
17-01-2019 |
Service Level Agreement |
Anton Storozhuk |
2.0 |
10-03-2020 |
Service Level Agreement 2.0 |
Anton Storozhuk |
This Agreement represents a Service Level Agreement (SLA or Agreement) b= etween Alpha Serve (Service Provider) and you, either as an indiv= idual or single entity (Customer) for the provisioning of IT services requi= red to support and sustain the product.
This Agreement remains valid until superseded by a revised agreement mut= ually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered, as th= ey are mutually understood by the primary stakeholders. This Agreement does= not supersede current processes and procedures unless explicitly stated he= rein.
The purpose of this Agreement is to ensure that the proper ele= ments and commitments are in place to provide consistent IT service support= and delivery to the Customer(s) by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for I= T service provision between the Service Provider and Customer(s).
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 provisio= n to the customer.
Match perceptions of expected service provision with actual service supp= ort & delivery.
The following Service Provider and Customer(s) will be used as the basis= of the Agreement and represent the primary stakeholders ass= ociated with this SLA:
IT Service Provider: Alpha Serve (Provider)
IT Customer(s): You (Customer)
This Agreement is valid from the Effective Date outlined herei= n and is valid until further notice. This Agreement should be reviewed at a= minimum once per fiscal year; however, in lieu of a review during any peri= od specified, the current Agreement will remain in effect.
The Business Relationship Manager (Document Owner) is responsi= ble for facilitating regular reviews of this document. Contents of this doc= ument may be amended as required, provided mutual agreement is obtained fro= m the primary stakeholders and communicated to all affected parties. The Do= cument Owner will incorporate all subsequent revisions and obtain mutual ag= reements/approvals as required.
Business Relationship Manager: Alpha Serve
Review Period: Upon changes request
Last Review Date: March 10, 2020
The following detailed service parameters are the responsibility of the = Service Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement for all products fr= om the Service Provider portfolio:
Monitored email support.
Monitored Jira Service Desk support.
Online configuration and Set-up support (upon request).
Manned telephone support for High priority issues within business hours&= nbsp;(EEST time zone).
Remote assistance using Remote Desktop and a Virtual Private Network (wh= ere available).
Other services may be available at extra cost. Please contact Service Provider for more detai= ls.
Customer responsibilities and/or requirements in support of this Ag= reement include:
Payment for all support costs at the agreed interval.
Reasonable availability of customer representatives when resolving a ser= vice-related incident or request.
Service Provider responsibilities and/or requirements in support of= this Agreement include:
Meeting response times associated with service-related incidents.
Appropriate notification to Customer for all scheduled maintenance.
<= /li>Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakehold= ers.
Effective support of in-scope services is a result of maintaining consis= tent service levels. The following sections provide relevant details on ser= vice availability, monitoring of in-scope services, and related components.=
Coverage parameters specific to the service(s) covered in this Agreement= are as follows:
Telephone support: 9:00 A.M. to 5:00 P.M. Monday =E2=80=93 Friday (EEST = time zone).
Calls received out of office hours will be forwarded to a mobile phone a= nd best efforts will be made to answer / action the call, however, there wi= ll be a backup answer phone service.
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday =E2=80=93 Friday = (EEST time zone).
Emails received outside of office hours will be collected, however, no a= ction can be guaranteed until the next working day.
Assistance is guaranteed within 72 hours during the business week.
= li>In support of services outlined in this Agreement, the Service Provider = will respond to service-related incidents and/or requests submitted by the = Customer within the following time frames:
24-48 hours (during business hours) for issues classified as High&n= bsp;priority.
Within 72 hours for issues classified as Medium priority.
<= /li>Within 5 working days for issues classified as Low priority.= p>
Remote assistance will be provided in line with the above timescales dep= endent on the priority of the support request.
Here yo= u can find the latest version of the document Service level agreement (SLA) 2.0