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https://www.techdonut.co.uk/sites/default/files/sample_it_support_agreement.pdf
Example IT support agreement About this document This document is an example IT support agreement between a small business and an IT support company. Check the ‘IT Donut advice’ boxes for explanations of each area of the agreement. Usage ... Response and Resolution Times
http://www.oracle.com/us/support/library/057419.pdf
technical support directly from Oracle, an uplift may be added to the reinstatement fee and your technical support . Oracle Software Technical Support Policies: 10-January-2020 Page 4 of 28 fee. If support is not reinstated for the entire license set or if support for a subset of licenses from an order is
https://support.oneidentity.com/essentials/sr-severity-levels-response-times
The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. It is helpful to clearly explain the business impact of your issue when contacting the Support Center. Standard Support available during local business hours; 24x7 Support for severity 1 issues only
https://azure.microsoft.com/en-us/support/plans/
Case Severity/Response Times: Not available Minimal business impact (Sev C): ... Azure subscriptions under a single EA enrollment with a support plan, then all those subscriptions will have access to Technical Support. Explore other Azure support plans. Azure Government support.
https://azure.microsoft.com/en-us/support/plans/response/
Initial Response Time is the period from when you submit your support request to when a Microsoft Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).
https://aws.amazon.com/premiumsupport/plans/
Learn about the variety of Support plans AWS offers to fit your needs. Plans include a mix of technical support with fast response times, tools to monitor and automate your …
https://www.f5.com/services/support/support-offerings/support-policies
If at any time you believe that a case is not being handled in accordance with the service levels in your support contract, or if you wish to comment on the way a particular case is being addressed by a Network Support Engineer, please contact F5 Support and request to speak with a Technical …
https://www.vmware.com/support/services/production.html
VMware Production Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real …
https://products.office.com/en-us/business/office-365-for-business-support-options
Microsoft has the breadth and depth to support customers and help them get the most out of Office 365 and their technology investments. Although with your Office 365 subscription you get a global network of experts with decades of knowledge about Microsoft productivity and collaboration tools, for our enterprise customers we recommend more enhanced support services through Premier Support for ...
https://www.appinf.com/legal/TAST.pdf
Technical Assistance and Support Services Agreement (Version 1.19) 3/11 1 Scope of Contract A. Applied Informatics Software Engineering GmbH (“APPLIED INFORMATICS”) will provide Technical Assistance, Software Maintenance and Support Services to You (the “CLIENT”) for software licensed by
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