Tier of Support matrix
Tier of Support, Support services, Support plan, Incident response
Can someone offer a tier of support reference - what goes into a Tier of Support Martix/Plan? Question
Tier of Support, Support services, Support plan, Incident response
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.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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