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Service Level Agreement (SLA) for Technical Debt Tracker

Effective Date: 2023-11-21

This Service Level Agreement (“SLA”) is made between [Your Company Name] (“Service Provider”) and the user (“Client”) of the Technical Debt Tracker (“Application”).

Purpose

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Client(s) by the Service Provider.

Service Scope

The following Services are covered by this Agreement:

  • Operational support of Technical Debt Tracker Application.
  • Customer service and helpdesk.

Hours of Operation

Support for the Application will be available during the following hours:

  • 8:00 AM to 5:00 PM Eastern Standard Time (EST), Monday through Friday.
  • Support will be unavailable during federal holidays and weekends.

Response Time

The Service Provider will make every effort to respond to Client inquiries within 2 business days of the request being made.

Service Requests

Clients can make service requests by the following methods:

  • Email: support@technicaldebttracker.com
  • Support Portal: [Support Portal URL]

Performance Metrics

The Service Provider shall meet the following performance metrics:

  • Response to emails or support tickets within 2 business days.
  • Issue resolution time will be communicated after the initial assessment.

Incident Management

Any incidents related to the Application should be reported immediately through the designated support channels. The Service Provider will prioritize and address incidents as follows:

  • High: Affecting a group of users – Response within 1 business day.
  • Medium: Affecting individual users – Response within 2 business days.
  • Low: Requests for information or assistance – Response as per standard response times.

Exclusions

This SLA does not cover:

  • Issues resulting from Client’s negligence or hardware failures.
  • Issues related to third-party services or integrations not within the Service Provider’s control.
  • Issues resulting from a lack of training or reviewing of training materials.

Review and Amendment

This SLA may be reviewed and amended at the discretion of the Service Provider to reflect the changing needs of the Client and the evolution of the Application.

Governing Law

This SLA shall be governed by and construed in accordance with the laws of US, South Carolina

Acceptance

By using the Application, the Client agrees to the terms outlined in this SLA.