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Service Level Agreement Template 1 Page 6
Service Level Agreement Template 1
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6. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The
following sections provide relevant details on service availability, monitoring of in-scope
services and related components.
6.1. Service Availability
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 – Friday
o Calls received out of office hours will be forwarded to a mobile phone and
best efforts will be made to answer / action the call, however there will be
a backup answer phone service
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
o Emails received outside of office hours will be collected, however no
action can be guaranteed until the next working day
Onsite assistance guaranteed within 72 hours during the business week
6.2. Service Requests
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:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the
priority of the support request.
Company name
Incorporation Number 0000000
Service Level Agreement
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