Service Type | Description |
Monitoring | Record and closely monitor the problems, queries, and concerns of the Customer. |
Consultation | Provide solutions to the issues mentioned by the Customer. |
Maintenance | Maintenance and support of servers. |
Analysis | Analysis of the root causes of problems. |
[Add Service Type] | [Add Description] |
Service Levels Performance Criterion | Key Performance Indicator | Service Level Performance Measure | Service Credit |
Availability of the Service | Availability | [0.00]% | The Company shall pay compensation to the Customer of an amount equal to [0.00]% of any Royalties payable by the Customer to the Company |
Defect Rates | [Add the KPI, eg: Reliability, Issue Recurrence, etc.] | [0.00]% | [specify how will the Company compensate in case it fails to meet the Service Level] |
Technical Quality | [Add the KPI] | [0.00]% | [specify how will the Company compensate in case it fails to meet the Service Level] |
Security | [Add the KPI] | [0.00]% | [specify how will the Company compensate in case it fails to meet the Service Level] |
[Add your performance criteria] | [Add the KPI] | [0.00]% | [specify how will the Company compensate in case it fails to meet the Service Level] |
Severity Level | Problem Description | Response Time |
S1 | [Server Down] | Immediate |
S2 | [High risk of server downtime] | 30 minutes |
S3 | [End-user impact initiated] | 1 hour |
S1 | [Fixing of bugs and vulnerabilities] | 5 minutes |
S3 | [Issue addressed but potentially impactful in the future] | 1 business day |
S4 | [Inquiry for Information] | 2 business days |