Service level agreement (SLA) 2.0
by: Alpha Serve
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 |
Table of Contents
5.3. Service Provider Requirements
1. Agreement Overview
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Alpha Serve and you (either as an individual or single entity) for the provisioning of IT services required to support and sustain the product.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered, as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals & 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(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Alpha Serve ("Provider")
IT Customer(s): You ("Customer")
4. Periodic Review
This Agreement is valid from the Effective Date outlined herein 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 period specified, the current Agreement will remain in effect.
The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Alpha Serve
Review Period:Upon changes request
Last Review Date: March 10, 2020
5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement for all products from 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 (EET time zone)
Remote assistance using Remote Desktop and a Virtual Private Network (where available)
Other services may be available at extra cost. Please, contact Service Provider for more details.
5.2.Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a service related incident or request.