- A description of the service/s to be provided (Take time to brainstorm on this and make it as detailed as possible as it defines the real worth of your service and is the basis for costing).

- Description of the Frequency of the services. This will also form the basis for costing. If it is on call basis the costing model should be per hour and not days, but you should also incorporate some routine maintenance activities which will enable you to generate some revenue even when the system becomes stable and the client does not need to call you.

- Levels of service – for your case the levels are bronze, silver and gold level. These levels could be defined / segregated using your list on bullet 1.

- A detailed procedure for handling problems within the SLA. Escalation procedures.

- A way of monitoring and reporting the service level to the client.

- The consequences for the service provider for not meeting the agreed level of Service agreed upon(penalties)

-          A description of circumstances where the SLA does not apply. You need to be exhaustive on this so as not to leave the client guessing and expecting too much from you.

-          Consider other aspects like dispute resolution, Effective periods and renewal, effects of inflation on fees upon renewal in consecutive years etc.

James

Dear Friends

Please could you advise on how you prepare/charge for support contracts especially on ERP. What levels of support and services delivered. I hope this discussion will help a lot of us that are in a dilemma on what to charge and what levels are applicable in the industry.

Thanks in advance

Athar

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