I’m setting up a support contract with a small charity I do a bit of work for from time to time.
Just wondering if there are any ready made contract templates out there for this sort of thing.
I’ve never done this kind of thing before. Presumably I would define an SLA and detail some kind of timeframe for resolution of an issue within that SLA. Also, no doubt, penalties for not hitting the SLA?
Would you have different levels of SLAs for different severities? What’s to stop the client calling everything as a level 1 severity & requiring urgent resolution?
So many questions... I guess I need a ready made contract.
Just wondering if there are any ready made contract templates out there for this sort of thing.
I’ve never done this kind of thing before. Presumably I would define an SLA and detail some kind of timeframe for resolution of an issue within that SLA. Also, no doubt, penalties for not hitting the SLA?
Would you have different levels of SLAs for different severities? What’s to stop the client calling everything as a level 1 severity & requiring urgent resolution?
So many questions... I guess I need a ready made contract.
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