Common Contracts
1 similar Service Level Agreement contracts
SERVICE LEVEL AGREEMENT XPERT SUITEService Level Agreement • June 10th, 2020
GENERAL 3 1.1 Legal link with agreement & change management SLA 3 1.2 Scope of the services 3 1.3 Service desk; Xpert Desk 3 1.4 Data & security 4 1.5 Exit procedure 9 1.6 Consultation structure and SLA reporting 10 2 CONTINUITY, CAPACITY & AVAILABILITY MANAGEMENT 12 2.1 Hosting 12 2.2 Continuity and Escrow 12 2.3 Availability 12 3 INCIDENT MANAGEMENT 14 3.1 Type of incidents 14 3.2 Functional question 14 3.3 Bug and Malfunction 14 3.4 Prioritization incidents 14 3.5 Service levels incidents 17 4 CHANGE MANAGEMENT 18 4.1 Type of changes 18 4.2 Service Request 18 4.3 Product Suggestion 18 4.4 Service levels changes 19 5 RELEASE MANAGEMENT 20 5.1 Version control and Deployment 20 5.2 Maintenance window 20 5.3 Strategic Release Development & functional maintenance 21 6 PENALTIES 22 6.1 Availability 22 A ANNEX REGISTRATION FORM ESCROW BENEFICIARY 23
