The following is a template maintenance agreement that may be customised for your organisation.
Maintenance, Support and Hosting
Interlated provides a proactive support service that seeks to ensure ongoing reliability with a minimum of fuss.
Model for Support
Where possible Interlated would like to manage support proactively. This means monitoring live systems and having monthly meetings with MUA representatives in order to preempt systems or operations issues. This reduces the likelihood of emergency access to engineers being required.
The support model anticipates a:
desire for cost-effectiveness and
an understanding of this application space being a dynamic environment which may be updated throughout the life of the program to optimally serve the needs of the MUA at any given time.
To do this 1 days a month of effort are allocated. This time will be triaged to undertake maintenance and preventative maintenance firstly with additional time being available for configuration changes or coaching users of the system to take better advantage.
To ensure value for money, the allocated time does not expire, except annually on the anniversary of the maintenance agreement.
The support hours are 'business hours' being 8am to 6pm with a 'best effort' support outside of business hours. Out of business hours work will use support time at the rate of 2 hours for every hour spent. Rimuhosting provides a 24x7 chat service and support service that can be used for emergency support, such as restarting the server in the case that the whole server has become unavailable.
The support process involves raising a ticket in our ticket system, or calling one of the support numbers. We recognise that many people prefer to use the telephone rather than ticket systems.
Location of Support Employees
Martin and Rikki are principally in charge of support and are located in Boreen Point, QLD. John Robens is located in Sydney.
Software support is available by phone or via a ticket system.
Software Patches and Installations
Interlated anticipates that software patches and upgrades will be required quarterly. These will be applied to a test server and tested prior to being applied to the application instance in use.
Security patches may be applied more regularly.
Major releases of the application will be applied through creating a new project after discussion with the MUA.
Development and Configuration of Enhancements
Enhancements may be applied throughout the life of the software solution. A monthly window will be allocated to perform scheduled updates.
Response Time to Priority 1 (emergency) Configuration Changes
Emergency configuration changes will be responded to within 2 hours within business hours. The penalty being the addition of 4 hours work per hour overrun. A resolution plan for agreement will be provided by the next business day.