24 x 7 & 8 x 5 Service Level Agreements
The purpose of the Service Level Agreement (SLA) is to formalize an arrangement between 1st iTech and the client to deliver specific Professional services at an agreed-upon cost. This agreement is intended to provide details of software/Hardware Professional services provided to the client. The SLA will evolve over time, with additional knowledge of the client requirements, as well as the introduction of new applications and services into the consulting portfolio provided to the client.
Services Provided Under our Service Level Agreement
Software consulting – Defined as activities associated with strategy, design, or implementation of software.
Design and development – Design, and implement new products or improve existing products. This includes activities included in preparing feature strategy, architecture, providing technical leadership, design and Upgrade of Product.
Technical consultation – Provide technical consultation through meetings, email or other electronic media.
Corrective maintenance – Defined as activities associated with root-cause analysis and bug-fix isolation and resolution.
Root-cause analysis – Analysis of the root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion.
Bug fixes – Defined as the emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, “hung” or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed.
1st iTech provides weekly or daily status updates on client’s work based on the nature and priority of the ticket.
Client issues are looked at based on ticket priority and amount of work needed. Priority of individual tickets are determined by the client or the Technical Lead of the project.