An Application Support SLA is essential for organizations requiring professional support and maintenance for their business-critical applications. This document, governed by Canadian federal and provincial laws, establishes a formal agreement between a service provider and client organization, defining the scope, quality, and delivery parameters of application support services. The SLA includes specific performance metrics, response times, and service level commitments, ensuring accountability and clear expectations. It addresses key aspects such as support hours, incident management, problem resolution, and compliance with Canadian privacy and data protection requirements. The agreement is particularly crucial for businesses relying on continuous application availability and requiring defined support standards.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the application(s) to be supported
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used in the agreement
4. Service Description: Comprehensive description of the application support services to be provided
5. Service Level Commitments: Detailed service levels, response times, and resolution times for different priority levels
6. Performance Monitoring: Methods and tools for measuring and reporting service level performance
7. Support Hours and Availability: Specified hours of support coverage and availability commitments
8. Issue Management: Process for reporting, tracking, and resolving issues
9. Roles and Responsibilities: Detailed responsibilities of both service provider and customer
10. Fee Structure: Pricing, payment terms, and any variable costs
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Confidentiality: Protection of confidential information and data security requirements
13. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Specific procedures and commitments for disaster recovery scenarios
2. Change Management: Procedures for handling changes to the supported application or service levels
3. Training and Knowledge Transfer: Requirements for training customer staff or knowledge sharing
4. Transition Services: Procedures for service transition at the start or end of the agreement
5. Security Requirements: Additional security measures beyond standard confidentiality provisions
6. Compliance Requirements: Specific regulatory or industry compliance obligations
7. Service Credits: Financial compensation mechanism for missed service levels
8. Third-Party Dependencies: Management of third-party software or service dependencies
1. Schedule A - Supported Applications: Detailed list and specifications of applications covered by the SLA
2. Schedule B - Service Level Metrics: Detailed definitions and calculations of service level metrics
3. Schedule C - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule D - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule E - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix 1 - Incident Priority Definitions: Detailed criteria for categorizing incident priority levels
7. Appendix 2 - Report Templates: Standard templates for service level and performance reporting
8. Appendix 3 - Operating Procedures: Detailed procedures for routine support operations
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Retail
Professional Services
Telecommunications
Government and Public Sector
Education
Insurance
Banking
E-commerce
Relevant Teams
Information Technology
Legal
Procurement
Operations
Service Delivery
Application Support
Risk Management
Vendor Management
Information Security
Business Operations
Finance
Compliance
Relevant Roles
IT Director
Chief Information Officer
Application Support Manager
Service Delivery Manager
IT Operations Manager
Procurement Manager
Contract Manager
Technical Support Lead
Application Owner
IT Service Manager
Legal Counsel
Risk Manager
Vendor Manager
Business Relationship Manager
Chief Technology Officer
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