These computers are configured by the helpdesk with a standard set of. A service level agreement sla is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. Lessons learned on the application of slas on software maintenance are presented as well as. Service level agreement sla examples and template bmc. Pdf software maintenance in a service level agreement.
How to create the service level agreement your customers expect. This sla describes the levels of product availability and support that. Accuracy, degree of conformance between a result specification and standard value. Software on an operating system certified by vade secure see product documentation for details. This liaison will be the individual who the it help desk. If you have been tasked with preparing or negotiating a for example, where hosting, hosted services andor software maintenance are being provided, an sla may also cover aspects of those services. If you have been tasked with preparing or negotiating a software support sla, and are looking for some guidance, this post should help you. The agreement varies between vendors, services, and industries. This service level agreement sla is an agreement between san diego workforce. Written contracts covering the provision of software support services often incorporate some kind of service level agreement, or sla for short. See attachment 1 for complete list of supported software. Subject to the full payment of the software and maintenance fees, technical support shall be provided by telephone, email and via the vendors web.
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. This service level agreement sla forms part of the software as a service agreement between customer and bynder agreement. Slas may cover more than just software support services. A software service level agreement sla is a contract between your business and your it supplier. The standard desktop support service is an integrated suite of support services for universityowned windows and mac computers and printers. Sla service level agreement customer support software. Learn how to create a service level agreement, exceed customer.
The liaison person will also be responsible for contacting vendors when problems arise with software or equipment not supported by xxx. This agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Success plans are a combination of support, professional services and customer success managers that provide the right level of service to fit your business needs. Most service providers have standard slas sometimes several. It outlines acceptable levels of service and compensations. Service level agreement for technical support san diego workforce. This can be used as an extension of the notifications that are standard in sla.
The standard desktop support service is an integrated suite of support services for campus faculty and staff universityowned windows and mac computers. A servicelevel agreement sla defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreedon. The department liaison person is responsible for answering software use questions, while it help desk staff will respond to software problems. A servicelevel agreement sla is a commitment between a service provider and a client. The sla outlines acceptable levels of service as well as compensation you would receive if the supplier fails to provide those services. Software installation and software updates patches, upgrades, support, and. Particular aspects of the service quality, availability, responsibilities are agreed between the service provider and the service user. The most common component of an sla is that the services should be provided to the customer as agreed upon in the contract. Splunk success plans are made available to customers subscribing to splunk cloud or purchasing term licenses to splunk enterprise, splunk enterprise security, splunk it service intelligence and other paid apps. Teamsupport has the ability to define various levels of slas and assign these. Database disk quota for standard account information.