Example IT support agreement - Tech Donut

1 Example IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, IT support agreementAbout this documentThis document is an Example IT support agreement between a small business and an IT support the IT Donut advice boxes for explanations of each area of the sample agreement has been produced by The IT Donut ( ) and Abussi Ltd ( ) to help businesses when choosing an IT support company. It is for illustration purpose more information about choosing and working with an IT support company, please visit the IT Donut at document may not be republished without permission from The IT IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, and Resolution TimesThe following table shows the targets of response and resolution times for each priority level during standard operational hours:TroublePriority Response time (in hours) Resolution time (in hours) Escalation threshold (in hours)Service not available (all users and functions unavailable)1 Within 1 HrASAP Best Effort2 HrsSignificant degradation of service (large number of users or business critical functions affected)2 Within 2 HrsASAP Best Effort4 HrsLimited degradation of service (limited number of users or functions affected, business process can continue).

2 3 Within 4 HrsWithin 8 working Hrs8 Hrs Small service degradation (business process can continue, one user affected).4within 8 HrsWithin 8 Working Hrs8 HrsSupport TiersThe following details and describes our support Tier levels: support TierDescriptionTier 1 SupportAll support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware /software troubleshooting is 2 SupportAll support incidents that cannot be resolved with Tier 1 support are escalated to Tier 2, where more complex support on hardware /software issues can be provided by more experienced 3 SupportSupport incidents that cannot be resolved by Tier 2 support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd party (Vendor) support engineers to resolve the most complex Donut advice.

3 Most IT support companies offer a system of tiered support to track and monitor support requests. If a problem can t be solved easily, it is increased to a higher Donut advice:Your support document should contain a clear section like this, explaining how long your business will have to wait for IT support in different situations. Make sure these times are guaranteed, and check what happens if they are IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, Request Escalation Procedure1. support request is received2. Trouble ticket is created3. Issue is identified and documented in help desk system4. Issue is qualified to determine if it can be resolved through Tier 1 SupportIf issue can be resolved through Tier 1 support :5. Level 1 resolution - issue is worked to successful resolution6. Quality control issue is verified to be resolved to client s satisfaction7.

4 Trouble ticket is closed, after complete problem resolution details have been updated in help desk system If i ss ue c annot be r es olved t hrough Tie r 1 S upp ort:6. Issue is escalated to Tier 2 Support7. Issue is qualified to determine if it can be resolved by Tier 2 SupportIf issue can be resolved through Tier 2 support :8. Level 2 resolution - issue is worked to successful resolution9. Quality control issue is verified to be resolved to client s satisfaction10. Trouble ticket is closed, after complete problem resolution details have been updated in help desk system If i ss ue c annot be r es olved t hrough Tie r 2 S upp ort:9. Issue is escalated to Tier 3 Support10. Issue is qualified to determine if it can be resolved through Tier 3 SupportIf issue can be resolved through Tier 3 support :11. Level 3 resolution - issue is worked to successful resolution12. Quality control issue is verified to be resolved to Client s satisfaction13.

5 Trouble ticket is closed, after complete problem resolution details have been updated in help desk system If i ss ue c annot be r es olved t hrough Tie r 3 S upp ort:12. Issue is escalated to Onsite Support13. Issue is qualified to determine if it can be resolved through Onsite SupportIf issue can be resolved through Onsite support :14. Onsite resolution - issue is worked to successful resolution15. Quality control issue is verified to be resolved to Client s satisfaction16. Trouble ticket is closed, after complete problem resolution details have been updated in help desk system If i ss ue c annot be r es olved t hrou gh Ons ite S up port:17. Manager decision point request is updated with complete details of all activity performedIT Donut advice:The escalation procedure is an important part of your support agreement . Make sure you are happy with how support requests are IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, Services do not include maintenance or repair necessitated by: Use of the Equipment for a purpose for which it was not designed Alteration or amendment to the Equipment otherwise than by the Company or with the prior written approval of the Company.

6 Accidents such as fire, lightning or floods. Theft or loss of the Equipment Relocation of the Equipment unless previously agree with the Company Use of ancillary equipment not suitable for use with the Equipment Electrical work external to the Equipment. Fluctuation in electricity supply Poor environmental conditions Damage caused by VIRUS, SPYWARE or lack of FIREWALL when updates have not been installed or where an update has not yet become Donut advice:Your IT support company will almost certainly exclude certain situations from your is normal, but make sure you are happy with the list of IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, OutlineDescriptionFrequencyIncluded in AgreementGeneralDocument software and hardware changesAs performedYESTest backups with restoresMonthlyYESM onthly reports of work accomplished, work in progress, print queuesAs neededYESE nsure that all server services are runningDaily/hourlyYESKeep Service Packs, Patches and Hotfixes current as per company policyMonthlyYESC heck event log of every server and identify any potential issuesAs things appearYESM onitor hard drive free space on server.

7 ClientsDaily/hourlyYESR eboot servers if neededAs neededYESRun defrag and chkdsk on all drivesAs neededYESS cheduled off time server maintenanceAs neededYESI nstall software upgradesAs neededYESD etermine logical directory structure, Implement, MAP, and detailRevisit MonthlyYESSet up and maintain groups (accounting, admin, printers, sales, warehouse, etc)As neededYESC heck status of backup and restores DailyYESA lert office manager to dangerous conditions -Memory running low-Hard drive showing sign of failure-Hard drive running out of disk space-Controllers losing interrupts-Network Cards report unusual collision activityAs neededYESE ducate and correct user errors (deleted files, corrupted files, etc.)As neededYESC lean and prune directory structure, keep efficient and activeMonthlyYESD isaster RecoveryDisaster Recovery of Server(s)As NeededYESIT Donut advice:Your support agreement should include a list of all tasks your IT support company may perform for your business.

8 Make sure the list is IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, router logsWeeklyYESP erformance Monitoring/Capacity PlanningWeeklyYESM onitor DSU/TSU, switches, hubs and internet connectivity, and make sure everything is operational (available for SNMP manageable devices only)WeeklyYESM ajor SW/HW upgrades to network backbone, including routers, WAN additions, neededYESM aintain office connectivity to the InternetOngoingYESS ecurityCheck firewall logsMonthlyYESC onfirm that antivirus virus definition auto updates have occurredAs NeededYESC onfirm that virus updates have occurredAs NeededYESC onfirm that backup has been performed on a daily basisDailyYESC reate new directories, shares and security groups, new accounts, disable/delete old accounts, manage account policiesAs NeededYESP ermissions and file system managementAs NeededYESSet up new users including login restrictions, passwords, security.

9 ApplicationsAs neededYESSet up and change security for users and applicationsAs neededYESM onitor for unusual activity among usersOngoingYESA pplicationsExchange user/mailbox managementAs neededYESM onitor directory replicationAs neededYESM onitor WINS replicationAs neededYESSQL server managementAs neededYESO verall application disk space managementAs neededYESE nsure Microsoft Office Applications are functioning as designedAs neededYESM obile DevicesBlackberry / iPhone / Windows Mobile ManagementAs neededYESB lackberry / iPhone / Windows Mobile ConfigurationAs neededYESE xample IT support documentProvided by Abussi Ltd, IT support documentProvided by Abussi Ltd, RatesLabour RateRemote PC Management/Help Desk9:00-5:30pm M-FINCLUDEDR emote Printer Management9 M-FINCLUDEDR emote Network Management9 M-FINCLUDEDR emote Server Management9 M-FINCLUDED24x7x365 Network MonitoringINCLUDEDW orkshop Labour9 M-FINCLUDEDO nsite Labour9 M-FINCLUDEDR emote PC Management/Help Desk5:31pm-9pm M-F xxx /hrRemote Printer Management5:31pm-9pm M-F xxx /hrRemote Network Management5:31pm-9pm M-F xxx /hrRemote Server Management5:31pm-9pm M-F xxx /hrWorkshop Labour5:31pm-9pm M-F xxx /hrOnsite Labour5:31pm-9pm M-F xxx /hrRemote LabourAll Other Times xxx /hrWorkshop LabourAll Other Times xxx /hrOnsite LabourAll Other Times xxx /hrIT Donut advice:Nobody likes unexpected costs, so check this list carefully.

10 Make sure you understand what each cost covers. For instance, is it per incident or per hour?