1. Service Description The IT Support Service will provide comprehensive technical assistance and support for both software and hardware issues to Techmorrow Team during regular business hours (Monday to Friday, 9:00 AM to 5:00 PM).

2. Service Availability The IT Support Service commits to maintaining a minimum service availability of 99% during regular business hours.

3. Response Time

For software issues:

• Priority 1 (Critical): Within 2 hours

• Priority 2 (High): Within 4 hours

• Priority 3 (Medium): Within 8 hours

• Priority 4 (Low): Within 24 hours

For hardware issues:

• Priority 1 (Critical): Within 24 hours

• Priority 2 (High): Within 48 hours

• Priority 3 (Medium): Within 72 hours

• Priority 4 (Low): Within 96 hours

4. On-Site Support In the event that hardware issues cannot be resolved remotely, the IT Support Service will dispatch a technician to the [Company Name] premises for on-site support. On-site response times will align with the hardware response times specified in Section 3.

5. Escalation Procedure In the event of unresolved issues or critical outages, issues will be escalated as follows:

• Level 1: IT Support Team

• Level 2: IT Manager

• Level 3: Senior IT Manager

6. Performance Metrics Key performance indicators (KPIs) will be monitored and reported on a monthly basis, including response times, resolution times, and customer satisfaction.

7. Maintenance Scheduled maintenance windows will be communicated to [Company Name] at least 72 hours in advance for both software and hardware updates. Emergency maintenance may occur with minimal notice and will be communicated as soon as possible.

8. Billing for On-Site Visits On-site visits for hardware support will be billed separately, and [Company Name] will be provided with a cost estimate before any on-site work begins.

9. Site Access [Company Name] agrees to provide necessary site access and cooperation to facilitate on-site hardware support. Failure to provide access or cooperation may result in delays in resolving the issue.

10. Termination Either party may terminate this SLA with 30 days' written notice. Termination will not affect ongoing support for previously reported issues.

11. Review and Amendment This SLA will be reviewed annually and may be amended with mutual agreement between [Service Provider] and [Company Name].

12. Force Majeure Neither party shall be liable for any failure or delay in performance under this SLA due to circumstances beyond their reasonable control, including but not limited to acts of nature, government regulations, or labor disputes.ต้องการความช่วยเหลือ ปรึกษาฟรี คลิกเลย?