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Goals & Objectives
This Agreement aims to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by Global IT. This Agreement seeks mutual agreement for IT service provision between Global IT and Customer. The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles, and responsibilities.
- Present a clear, concise, and measurable description of service provision to the Customer.
- Match perceptions of expected service provision with actual service support & delivery.
Service Agreement
The client determines detailed service parameters by selecting Basic, Professional, or, Elite. Parameters can be customized to suit the client's needs. The final defined SLA is the responsibility of Global IT in the on going support of the Agreement. A final, client-approved quote, master services agreement (MSA), and SLA will require digital signatures for acceptance.
Service Scope
Global IT will provide Customer with the following IT Services :
Service Term
The term of this SLA (Service level agreement) will coincide with the approved quote term defined. In the event the agreement is not timely terminated by either Party ninety (90) days before the end of the Term, the Agreement shall automatically renew for subsequent one-year terms unless terminated in accordance with the below section.
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.
Service Hours
Coverage parameters specific to the service(s) covered in this Agreement areas follows:
Telephone Support: 24 X 7 X 365 | Email and on-site Support: 8 AM X 5 PM – Monday – Friday |
Hours can be extended to meet clients’ scheduling and will be reflected on the final quote and MSA.
These do not include project requests and after-hours works outside of the scope of services.
Service Requests
After-hours services are billed at overtime rates per the type of resource(s) used unless the Customer has opted for Elite services. In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and requests submitted by the Customer within the following time frames:
Remote Support
Category | Description | SLA Response |
---|---|---|
Emergency | Entire Company Down | 0-1 Hour |
Critical | Department or Critical App Down (Multiple Users) | 0-2 Hours |
Normal | Single User Down or Affected | 0-4 Hours |
MAC | Install, Move, Add, Change | 0-3 Business Days (scheduled) |
On-SiteSupport ( On-Site Support SLA begins when a non-site intervention is deemed necessary. )
Category | Description | SLA Response |
---|---|---|
Emergency | Entire Company Down | 0-2 Hours |
Critical | Department or Critical App Down (Multiple Users) | 0-4 Hours |
Normal | Single User Down or Affected | 0-Next Business Day |
MAC | Install, Move, Add, Change | 0-5 Business Days (scheduled) |