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services:operational:sla [2017/05/17 14:03] rijk |
services:operational:sla [2019/11/10 19:05] admin |
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| ===== Service Level Agreement ===== | ===== Service Level Agreement ===== | ||
| - | | Operational Support is offered as Service Level Agreement (SLA) | | + | > Operational Support is offered as Service Level Agreement (SLA) |
| On top of a flexible Base Contract, //SLA Support Units// can be purchased as a reservation (purse) for future support requests. Although SLA Units can be purchased at any time, as a rule they are reserved at the start of a new budgeting period according to the expected (budgeted) support costs. When the contract is terminated, the value of the remaining Units is reimbursed to the contractor ((As the SLA contract is closed and remaining units are reimbursed, when less than 4 units are spent, 2 units will be charged as administration fee.)). | On top of a flexible Base Contract, //SLA Support Units// can be purchased as a reservation (purse) for future support requests. Although SLA Units can be purchased at any time, as a rule they are reserved at the start of a new budgeting period according to the expected (budgeted) support costs. When the contract is terminated, the value of the remaining Units is reimbursed to the contractor ((As the SLA contract is closed and remaining units are reimbursed, when less than 4 units are spent, 2 units will be charged as administration fee.)). | ||