Internal Service Level Agreement for Application Maintenance


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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.

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