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https://seqlegal.com/blog/software-support-slas
Written contracts covering the provision of software support services often incorporate some kind of service level agreement, or SLA for short. If you have been tasked with preparing or negotiating a For example, where hosting, hosted services and/or software maintenance are being provided, an SLA may also cover aspects of those services.
https://www.netmotionsoftware.com/support/support-sla
NetMotion Software Service Level Agreement (SLA) Summary When obtaining support from NetMotion Technical Support you will get your best response by calling our Technical Support phone line.
https://success.outsystems.com/Support/Enterprise_Customers/OutSystems_Support/Support_terms_and_service_level_agreements_(SLA)_of_the_OutSystems_software
When support ends for a particular Software Version is discontinued, OutSystems is no longer able to release Updates to such version. Customers with a valid Subscription are still entitled to open Support Tickets for a Software Version that reached the end of mainstream support, but: OutSystems cannot guarantee a response within the defined SLA;
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
What is an SLA? Best practices for service-level agreements A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is ...
https://www.givainc.com/wp/sample-it-help-desk-service-level-agreement-sla.cfm
Jan 01, 2014 · This example service level agreement (SLA) shows how can you develop an SLA, what should be included in the SLA, and who needs to be a party to the SLA. ... In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. ... The department liaison person is responsible ...
http://www.pnmsoft.com/wp-content/uploads/2013/07/PNMsoft-Software-Maintenance-and-Support-Level-Agreement.pdf
PNMsoft (The “Vendor”) Software Maintenance and Support Level Agreement (SLA) 1. Subject to the full payment of the Software and maintenance fees, technical support shall be provided by telephone, e-mail and via the Vendor’s web site to up to 5 individuals representing the authorized users per organization. Technical support is
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