Service Level Agreement
- or -
Post a project like this4216
£250(approx. $314)
- Posted:
- Proposals: 5
- Remote
- #175639
- Awarded
Description
Experience Level: Expert
Create a service level agreement.
Must have a click wrap and a signed version.
Details of SLA is
How it works
Once your SLA is in place, you can log tasks, incidents, problems or questions using the following methods.
- online via our helpdesk at https://website
- emailing email@email.com
- calling 0123-123-1212
When the task, incident, problem or question is logged, a ticket is assigned to it which can be monitored by the end user. Your business can appoint administrators who can view tickets for all users, giving a complete overview of your system support and services.
Tickets are prioritised in three categories, MINOR, STANDARD and URGENT
Response Level Category
Response Time - HRS
Resolution - HRS
USAGE RATE PER HR
MINOR
For less urgent support and requests
24 Hours
72 Hours
60 Service Points Per Hour
STANDARD
For support and requests where disruption is moderate
4 Hours
48 Hours
80 Service Points Per Hour
URGENT
For support and requests where a fast response is required
2 Hours
24 Hours
100 Service Points Per Hour
One Service Point (SP) = £1.00 plus VAT
Support Points are used in 15 minute increments and urgent incidents will use more SP than less urgent ones.
- MINOR 15 SP
- STANDARD – 17.5 SP
- URGENT – 25 SP
What can service points be used for?
Telephonic Support
System Maintenance
Consultancy
Remote Support
Proactive Maintenance and Support
Development (Reports and Modules)
Call Outs (Travel Time)
Onsite Support
Training (Remote or Onsite)
Term, Monitoring and Review
The SLA is ongoing and points do not expire
Service Points are purchased in advance of use
Must have a click wrap and a signed version.
Details of SLA is
How it works
Once your SLA is in place, you can log tasks, incidents, problems or questions using the following methods.
- online via our helpdesk at https://website
- emailing email@email.com
- calling 0123-123-1212
When the task, incident, problem or question is logged, a ticket is assigned to it which can be monitored by the end user. Your business can appoint administrators who can view tickets for all users, giving a complete overview of your system support and services.
Tickets are prioritised in three categories, MINOR, STANDARD and URGENT
Response Level Category
Response Time - HRS
Resolution - HRS
USAGE RATE PER HR
MINOR
For less urgent support and requests
24 Hours
72 Hours
60 Service Points Per Hour
STANDARD
For support and requests where disruption is moderate
4 Hours
48 Hours
80 Service Points Per Hour
URGENT
For support and requests where a fast response is required
2 Hours
24 Hours
100 Service Points Per Hour
One Service Point (SP) = £1.00 plus VAT
Support Points are used in 15 minute increments and urgent incidents will use more SP than less urgent ones.
- MINOR 15 SP
- STANDARD – 17.5 SP
- URGENT – 25 SP
What can service points be used for?
Telephonic Support
System Maintenance
Consultancy
Remote Support
Proactive Maintenance and Support
Development (Reports and Modules)
Call Outs (Travel Time)
Onsite Support
Training (Remote or Onsite)
Term, Monitoring and Review
The SLA is ongoing and points do not expire
Service Points are purchased in advance of use
Brent R.
100% (10)Projects Completed
19
Freelancers worked with
19
Projects awarded
58%
Last project
9 Aug 2015
United Kingdom
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