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A Service Level Agreement (SLA) sets expectations for response and resolution, and provides a guideline for prioritizing requests. Both of these are critical factors for taking control of application maintenance and moving out of reactive mode.
Use this template to define:
- Primary contacts for maintenance issues.
- Support availability during normal business hours, after hours (e.g. weekday evenings), and weekends.
- Priority definitions.
- Response times based on priority.
- Escalation path.
Don’t waste valuable time creating an SLA from scratch. Use this template to establish clear service levels for app maintenance.