The support level agreement is the model for the completed projects. Any big application with a good number of customers needs support to manage and maintain it. That is the sole purpose of this agreement.
If you already have an application with a good number of customers, this is what you need.
The Support Level Agreement covers all the following that are mentioned below:
With the increase in popularity of your application, more users shall be associated with your product and in that case the server may require monitoring for better performance.
Scaling up of the server might be required depending upon the high usage and our efficient team should be able to efficiently help you with that.
Fixing bugs should no longer be a problem with Weavers by your side and this is also an essential phase which demands adequate attention.
The need to update the codebase might arise and hence this happens to be an integral part of the post development phase.
The libraries that are used in the application might need to be updated when the time arrives and they get deprecated.
Define Service Scope and Metrics
We begin by clearly outlining the scope of services our support team will provide. This includes specifying the types of support offered, such as phone, email, chat, or on-site support, and the hours of operation. Additionally, establish key performance indicators (KPIs) and metrics that will be used to measure service quality. Common metrics may include response times, resolution times, and customer satisfaction targets.
Set Expectations and Responsibilities
We detail the responsibilities and expectations of both parties involved by specifying the customer’s obligations, such as providing necessary access or information, reporting issues promptly, and adhering to any support procedures outlined in the SLA. On our side, we clarify response times, escalation procedures, and any guarantees of service uptime or availability.
Address Dispute Resolution and Termination
We define a process for resolving disputes and disagreements between the us and the customer. We outline the steps for escalating issues beyond the initial support team if necessary. Additionally, include provisions for SLA termination, specifying conditions under which either party can terminate the agreement. This might include breaches of the SLA terms, non-payment, or other relevant triggers.
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