Service and Support Level Agreement Sample Contracts
SCOPE OF WORK 5Service and Support Level Agreement • August 25th, 2015
This Agreement is made wherein Agate Software, Inc. (Firm) agrees to provide Florida Office of the Attorney General a Service and Support Level Agreement (SLA) to support the Client’s implementation and ongoing utilization of the Firm’s IntelliGrants system, a Commercial Off The Shelf (COTS) grant management solution. The purpose of the SLA is to identify current and projected levels and qualifications of support staff, and software components including systems support service levels with the responsibilities and response times between the Firm and the Client for change management, problem identification and resolution, break/fix, back-up/recovery, help-desk, system enhancements, development, system configuration. These are defined in detail throughout this document.