for: Smart Checklist add-on Users
by: Railsware Products Studio, Inc.
Effective Date: Feb 07March 09, 20192021
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1. Agreement Overview
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- Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
- Present a clear, concise, and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
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IT Service Provider(s): Railsware Products Studio, Inc. (“Provider”)
IT Customer(s): Smart Checklist for Jira add-on Users ("Customer")
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Review Period: Bi-Yearly (6 months)
Previous Review Date: Feb 07 March 09, 20192021
Next Review Date: Aug 07 September 09, 20192021
5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
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- Reasonable availability of customer representative(s) when resolving a service-related incident or request.
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- Meeting response times associated with service-related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
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Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.
6.1. Service Availability
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In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
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