NSITE DOCUMENT

template SLA.docx

  • Library: Purchissues
  • Year Created: 2024
  • File Type: DOCX
The document outlines the support desk requirements for the CONTRACTOR, including availability hours and response times based on severity levels of issues. It also specifies escalation contacts in case of resolution delays. Additionally, the CONTRACTOR is obligated to maintain a 99.9% service availability and outlines credit percentages for any downtime below specified thresholds.
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