Customer Support SLA Agreement Form
Please complete this form to define and document your customer support service level agreement.
Customer/Company Name
*
Primary Contact Person (Full Name)
*
First Name
Last Name
Contact Email Address
*
example@example.com
Contact Phone Number
*
Please enter a valid phone number.
Format: (000) 000-0000.
Select the type(s) of support covered by this SLA
*
Technical Support
Account/Billing Support
Product Training
Other
Which services/products are included in this SLA?
*
Priority Levels Covered (Select all that apply)
*
Critical/Urgent
High
Medium
Low
Guaranteed Initial Response Time (in business hours)
*
Guaranteed Resolution Time (in business hours)
*
Support Hours Coverage
*
24/7
Business Hours Only
Custom Hours (please specify below)
If you selected 'Custom Hours', please specify the support hours here:
Escalation Contact Name
*
First Name
Last Name
Escalation Contact Email
*
example@example.com
Key SLA Performance Metrics (e.g., % of tickets resolved within SLA, customer satisfaction score)
*
Additional Notes or Special Requirements (optional)
Submit Agreement
Should be Empty: