Sample Service Level Agreement For Hardware Support

In accordance with the Uc system`s security policy, the supported software must be up-to-date and receive vendor support and updates. Preventive maintenance procedures can be applied to supported computers as part of the default support service. Customers are informed in advance of regular or scheduled maintenance work. Maintenance can be done in person or using remote management tools. The service coverage provided by the [service provider] under this contract follows the following schedule: Insert price models for each type of service with detailed specifications. Services and units are responsible for all planned and unforeseen exchange costs and software for computer hardware, including shipping, cables, devices and locking devices. ITS manages and supports campus configuration for virus and malware security, as well as client software: computer operating systems should be updated if necessary in order to continue receiving security patches and updates from Microsoft and Apple. Customers can request upgrades to the latest version of the supported operating system. ITS can proactively work with customers to schedule computer upgrades with outdated versions of the unsurred operating system. The purpose of the STI is to assign and confirm incidents and service requests in accordance with the ITS/Campus-SLA.

An incident is an interruption to the normal operation of a service or system. Include a brief presentation of the agreement on the parties, the level of service and the duration of the contract. For example, the purpose of this ALS is to specify the requirements of the SaaS service with regard to: In the next section, the summary of the agreement should contain four elements: in order to promote standardization and compatibility with campus systems and services, ITS publishes recommendations for the computer and monitor and the purchase of printers Dell and Apple. All university Windows and Mac computers receive support – customers can order external recommendations, but can get better service with standard hardware. SDS functions are organized over the lifecycle of a supported computer and include service management and support details that apply to the service provider in this section, including reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts. In this section, you want to define the guidelines and scope of this contract with respect to the application, extension, amendment, exclusion, restrictions and termination of the agreement.

You will find standard methods to contact STI on ITS and Campus SLA for service. This section defines the objectives of this agreement, z.B.: This is a Service Level Agreement (SLA) between [customer] and [service provider]. This document identifies the required services and the expected level of service between MM/DD/YYYY to MM/DD/YYYY.