Tier of Support matrix

5 pts.
Tags:
Incident response
Support plan
Support services
Tier of Support
Can someone offer a tier of support reference - what goes into a Tier of Support Martix/Plan?

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Sounds like you may be looking for Service Level Agreement. Try:

http://www.slatemplate.com

http://www.nkarten.com/sla.html

http://www.sourcingmag.com/content/c051128a.asp

http://www.sla-zone.co.uk/

http://www.sla-world.com/

These should hopefully help get you started. The Helpdesk Institute http://www.thinkhdi.com/ may also help with your quest.

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