Client Support Example

Client Support Example Client Support â€" Assignment Example > Agreement OverviewThis Service Level Agreement represents an agreement between PeopleSource and the Facilitator (representing the employees) on the provision of IT services that are required in supporting the client’s services. It should be noted that this agreement stays valid until the stated date or a revision of the same as advised by the client. This agreement does not supersede any previous agreements unless stated. VisionThe service provider seeks to offer satisfactory services to the client. This vision is a driving force towards a cordial relationship between the employee who is the client in this case, and IT department at PeopleSource (the service provider). Goals and ObjectivesThe agreement helps to put in place required commitment and consistency in the provision of stated IT services to the client. This agreement, therefore, desires to create and maintain mutual trust and understanding that will see both the client and the service provider relate harmoniously with the aim of providing quality services to the client by the service provider. This agreement also offers to outline the various services that the service provider will offer the client in the Information Technology sector. It also seeks to outline the procedures that the client and service provider should follow in the implementation of required tasks. The services to be offered by the service provider include the following; Setting up regular times to conduct check ups on the IT facilities. Carrying out email and telephone support from 9 AM to 5 PM every Monday to Friday. Introducing IT documentation of job profiles, organization chart, Helpdesk procedures and the Service Level Agreement. Installing systems that will lock out sites that are not work-related, for instance, facebook and download software. Developing a detailed job description document for employees in all the departments so that they are aware of what is expected of them at work. Changing the website language from A SP to NET framework to ease database access and operation. Developing a new database on oracle application that will be up to date with the changing technology. Making the website accessible on mobile phones to facilitate job applications by phone users. Communicating and documenting any services that have been carried out to the relevant parties for easy referencing. Appropriate forwarding of after work calls to designated individuals in the organization. Responding to IT related incidents or requests. Urgent issues will be addressed within 12 hours after receiving a notification. Issues that are considered essential but not urgent will be addressed within 24 hours while other issues will be handled within 5 days after notification. Setting up back-up systems for all the information contained in the organization database. Other web needs could be handled any time after notification since they could be solved from the department locations. The client responsibilities include the fo llowing; Timely payment of all the costs that the service provider will incur in carrying out the client’s IT needs. Prompt payment of the monthly fees to the service providers in the IT department as agreed. The reporting of any IT device that needs to be repaired, devices that have been damaged or those that do not function properly, should be done immediately these defaults are detected. This will help the IT personnel in creating the appropriate time to rectify the devices. The client will also give the IT personnel work leaves and day off to give them time to relax and bond with their friends and families, just like the other employees do. This is because the work that the IT people handle is hectic and rest helps them relax. Availing any tools or IT equipment that the IT personnel need within 24 hours after the formal request is submitted in order to facilitate smooth handling of assigned IT work. There will be the presence of a representative of the client in times of ser vice provision.