Common Contracts
1 similar Support Service Agreement contracts
SUPPORT SERVICE AGREEMENTSupport Service Agreement • September 13th, 2019 • England
HELPDESK FUNCTIONS SYSTEM ADMINISTRATION • Help desk 8.30am until 6pm Mon to Fri • Business critical response time 4 hours • Non‐business critical response time 8 hours • Immediate fault fixing by phone (where possible) • Controlled call closure • Suggestions for system upgrades, changes and training • Remote control user support • Liaison with end‐users • Daily pro‐active monitoring and reporting on all appropriate equipment • 24/7 proactive monitoring and reporting on backups, antivirus, and network capacity • Updates as required • Printer administration • System backups • Technology investment planning • Business Intelligence reports
