Worksheet

Customer support and renewal register

One row per customer, with modules, version, hosting, contract term, severity targets, renewal date and open escalations. Add a second tab listing customisations by customer and version. Review the renewal column monthly and the escalation column every week.

Name: ______________________   Business: ______________________   Date: ______________

Cross out or rewrite any heading that does not fit your business. From the guide “How an Enterprise Software Company Sets Up a Support Renewal and SLA Process”, www.gullysystem.com/blog/how-an-enterprise-software-company-sets-up-a-support-renewal-and-sla-process