Sales SLA for Post-Contract Support
This Sales SLA For Post-Contract Support is entered into by and between [Your Company Name] with business address at [Your Company Address], herein referred to as the Company, and [Customer Name] with business address [Customer Address], herein referred to as the Customer.
Scope of Support
The Company agrees to provide post-contract support to the Customer for the duration of the agreed-upon contract. Post-contract support encompasses technical assistance, guidance on product usage, and issue resolution related to the purchased products or services.
Support Channels
The Company shall provide support through the following channels during the specified support hours:
2.1. Email: [Your Company Email]
2.2. Phone: [Your Company Phone Number]
2.3. Online chat: [If Applicable]
Response and Resolution Timeframes
3.1. Response Time: The Company commits to acknowledging customer inquiries within [Specify Hours/Days] of receipt during support hours.
3.2. Resolution Time: Efforts will be made to resolve issues promptly. Minor issues will aim for resolution within [Specify Hours/Days], while complex issues might take longer and will be communicated accordingly.
Quality of Support
The Company shall ensure that support staff possess the necessary expertise, offer polite and helpful communication, and provide accurate and relevant information to address Customer concerns.
Escalation Procedures
In cases where issues cannot be resolved at the initial support level, escalation procedures will be initiated, involving higher-level support staff or management for timely resolution.
Metrics and Reporting
The Company will monitor key performance indicators (KPIs) including:
6.1. Customer satisfaction scores through periodic surveys
6.2. Resolution rates for various types of issues
6.3. Average response and resolution times
Reports will be provided to the Customer outlining these metrics on a [Specify Frequency] basis.
Availability
Support services will be available during specified support hours. Emergency support outside of these hours will be provided upon request, subject to additional terms.
Signed By:
Company:
(signature)
[Representative Name]
[Date]
Customer:
(signature)
[Representative Name]
[Date]
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