The aim of this agreement is to provide a basis for close co-operation between customers and Harrisma Global Technologies, for support services to be provided by Harrisma Global Technologies to Customers, thereby ensuring a timely and efficient support service is available to customers end users. The objectives of this agreement are detailed.
Objectives of Service Level Agreements
- To create an environment which is conducive to a co-operative relationship between Harrisma Global Technologies and Customers to ensure the effective support of end users
- To document the responsibilities of all parties taking part in the Agreement
- To ensure that Customers achieves the provision of a high quality of service for end users with the full support of Harrisma Global Technologies .
- To define the commencement of the agreement, its initial term and the provision for reviews
- To define in detail the service to be delivered by Harrisma Global Technologies and the level of service which can be expected by Customers, thereby reducing the risk of misunderstandings
- To detail via a question list, information Harrisma Global Technologies requires Customers to extract from end users prior to Harrisma Global Technologies involvement
- To institute a formal system of objective service level monitoring ensuring that reviews of the agreement are based on factual data
- To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels
- To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above
