Service Level Agreement (SLA) for the Agreements and Strategic Partnerships Platform
1. Purpose
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of helpdesk support services by the application team to The Agreements and Strategic Partnerships system users.
2. Service Description
The application team will provide support services for the users of the system in case of any bug occurs in the software.
3. Service Hours
The helpdesk will be available during the following hours:
Sunday to Thursday, 8:00 AM - 5:00 PM.
4. The Services
| Service Name | The Availability | Service Execution Time |
|---|---|---|
| Internal Partnership Request | 24/7 | 4 working days |
| External Partnership Request | 24/7 | 4 working days |
| Strategic Agreements and Partnerships Unit Guide | 24/7 | Immediate |
5. Escalation Procedure
In the event that a ticket cannot be resolved within the specified time frame, it will be forwarded to a higher level of support.
6. Maintenance and Downtime
Scheduled maintenance and downtime will be communicated to users in advance, whenever possible.
7. User Responsibilities
Users are responsible for providing accurate information regarding tickets and complying with KSAU-HS's policies and procedures.
8. Review and Modification
This SLA will be reviewed and updated as necessary to meet changing needs and requirements.