Worksheet

Severity and target worksheet

Draw a table with one row per severity level and columns for your own example, response target, restoration target, resolution target and support hours. Complete it before reading any vendor proposal, then compare every line with the proposal and mark each term it leaves unstated or vague.

Name: ______________________   Business: ______________________   Date: ______________

Scroll the table sideways to see every column.

Cross out or rewrite any heading that does not fit your business. From the guide “What Is an Application Support SLA?”, www.gullysystem.com/blog/what-is-an-application-support-sla