Task C.docx - SERVICE LEVEL AGREEMENT(SLA DIAMOND VIDEO...

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IT SOLUTION | Team Name This is a Service Level Agreement (SLA) between IT solution and Diamond Video Rentals. SERVICE LEVEL AGREEMENT (SLA) DIAMOND VIDEO RENTALS
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IT SOLUTION Name: Marry Adams Signature Marry Adams Date: (Project Manager) Name: Date: Name Date: Name: Date: DIAMOND VIDEO RENTAL Name: JOHN VANDRINE Signature____________________________ Date: _________________ (Diamond Video Rental Owner) 1 | P a g e
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TABLE OF CONTENTS Summary of Support Requirements ........................................................................ 3 SLA Service Description .......................................................................................... 4 Duration of the contract ...................................................................................... 4 Areas of support .................................................................................................. 4 Methods and Levels of support ........................................................................... 4 Hours of support ................................................................................................. 4 Definition of Priority Levels ................................................................................. 4 Communications methods .................................................................................. 4 Costing ................................................................................................................ 4 SLA Implementation ............................................................................................... 5 Warrantees & Exclusions ..................................................................................... 5 Customer Responsibilities ................................................................................... 5 Method for Service Level Monitoring (including a schedule of review meeting dates for the SLA) ............................................................................................... 5 Process for handling complaints or concerns ...................................................... 5 Process for changing the contents of SLA ........................................................... 5 2 | P a g e
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SUMMARY OF SUPPORT REQUIREMENTS Our support has been required couple of things that they are going to help to develop the system. Hardware: this requirement help as to have enough computers , memories to work with , that means if we have enough devices is going to be easy for us to develop the project easier Software: when we start to think about the system that we want to develop , we think to improve the computerized system that the company already have , but is not that easy to do because we need to contract a better system which we can be sure that is going to be help the company to be that successful and customization work as they want Installation: Provide the installations of the system and the explanation to the team that are going to be encharged of the system Infrastructure: Good space to start with the devices network cabling: Good electricity supply to don’t have problems in the future Services such as software and installation when is completed, IT Solution also provides after-services like IT Solution staff having two weeks testing and investigation after installation of new systems. 3 | P a g e
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SLA SERVICE DESCRIPTION DURATION OF THE CONTRACT For the investigation and analyze the problem in Diamond Video Rental takes duration on 1 month before the completion. After investigate the problems, the duration of the contract in IT Solution and Diamond Video Rental will be 2 years. AREAS OF SUPPORT IT Solution supports the current versions of the Licensed Software provided the License Fees that are defined in the Software License Agreement have been paid. IT Solution shall also provide continuing support for one major release version previous to the current
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  • Spring '17
  • avril
  • Complaint, Pleading, Service level agreement, Diamond Video Rental

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