Goals and Objectives
The objectives of this are to:
Provide a thorough understanding of service ownership and the roles and responsibilities.
This Agreement represents a concise description of the services provided by the Service Provider.
Match perceptions of expected service provision with actual service support & delivery.
Service Level
Service Management
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
· Email Support: 9 A.M. to 5 P.M. Monday – Friday
o Requests received out of office hours will be forwarded as an unacknowledged ticket inbox and best efforts will be made to answer/ action the request, however, no action can be guaranteed until the next working day