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theIOTDeliveryServicesCustomerServicesportio
ofthisServiceLevelAgreeme
t
SystemsAdmi
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servicesforadmi
istratio
a
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dia
adesktopsremoteserversa
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theIOTDeliveryServicesSystemsAdmi
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Servicesportio
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t
NetworkServicesprovidesStateofI
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etworksupportmai
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theIOTDeliveryServicesNetworkServicesportio
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t
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te
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etworkdistributedcomputi
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theIOTDeliveryServicesFieldOperatio
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IOTDeliveryServicesServiceLevelAgreeme
tCompo
e
ts
ThisSLAisprese
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foursectio
sEachsectio
providesthedescriptio
a
dlevelsofservicefora
IOTDeliveryServicesserviceareaaside
tifiedi
theIOTsDeliveryServicesServiceE
viro
me
tabove
Thefoursectio
sareasfollows1CustomerServices2SystemsAdmi
istratio
Services3NetworkServices4FieldOperatio
s
Eachserviceareaprovidesthefollowi
gI
troductorydescriptio
oftheservicearea’ssupportfu
ctio
sServicegoalsServicee
viro
me
ta
dfacilitiesHardwarea
dsoftwaresupportedRolesa
drespo
sibilitiesoftheserviceareaServicelevelrequireme
tsthatide
tifythelevelsofservicetobeprovided
3
fIOTDeliveryServicesCustomerServiceServiceLevelRequireme
tsSLR’s
I
dia
aOfficeofTech
ologyIOTDeliveryServicesshallprovideStateofI
dia
aAge
cycustomerservicei
theformofa
e
dusercomputi
gresourceCustomerServicedeskIOTDeliveryServicesshallberespo
sibleforoperati
gasi
glepoi
tofco
tactleveltwo2CustomerServiceteami
supportofrequestsforcomputi
gforStateofI
dia
aAge
ciesIOTCustomerServiceshallprovidesupporttothecustomerforallservicesa
dactivitiesi
cludedi
thescopeoftheagreeme
ti
cludi
gallServiceLevelRequireme
ts
IOTDeliveryServicesCustomerServiceGoals
IOTDeliveryServiceshasestablishedseveralgoalsforCustomerServiceTheoverallgoalistoprovidemeasuredhighqualitycustomerservicei
acosteffectivema
erAsummaryoftheCustomerServicegoalsareasfollows
1CustomerServiceshallbethesi
glepoi
tofco
tacttoi
itiatesolvi
gStateofI
dia
acustomer’scomputi
gresourcea
di
formatio
tech
ologyproblemsfromprocessi
gacustomertroublecalla
dtorequestadevelopme
tproject
2CustomerServiceshallstrivetomeetthefollowi
gServiceLevelRequireme
tsaSpeedtoA
swercallsbCallAba
do
me
tRatecEMailRespo
seRateviaHelpdeskAssista
td1stLevelCallResolutio
RateeCustomerSatisfactio
3CustomerServicema
ageme
ttor