Customer Support Agreement Form Date: ______

Team Leader: _________________________ Deputy: _________________________ Default Service: _________________________

Customer Name:

Customer ID

Address 1

Address 2

City

State

Country

Postcode

Client Manager

Contacts:
Type Name Telephone Fax Email Mobile
Primary
Secondary 1
Secondary 2
Secondary 3

Customer Details (contd)

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 Notification (enter names and tick boxes as appropriate)

Name Severity 1 & 2.1 Support Mgr Notify List WIP T’hold Severity 1&2 WIP

WIP Threshold = ___________ mins

Sev 1 Wip T’hold = ___________ mins

Sev 2 Wip T’hold = ___________ mins

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 Contract Details

Owning Customer ID: _______

Contract No. Customer ID Contract Description Yes () Start Date End Date
1 Jupiter Pre-Live Support
2 “ Jupiter Support
3 “ Jupiter Webcare Support
4 “ Group1 Support
5 “ Tertio Support
6 “ Intec Support
7 “ Applix Support
8 “ Info Builders Support
9 “ Alcatel Support
10 “ SPSS Support
11 “ ISI Standard Support
12 “ Protek Support

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 Service Details

Cont No. Service Description Yes () Product Version SLA Class Job Deduct L/cycle
Code
1 Jupiter Installation Support Jupiter No SLA N 3
1 Jupiter Pre-live Test Support Jupiter 7
2 Jupiter Test Support Jupiter 999 Y 6
2 Jupiter Gold Support Jupiter 999 Y 8
2 Jupiter Standard Support Jupiter 999 Y 8
2 KSCL Mediation Support KSCL Mediation 999 Y 8
2 Jupiter Open Access Jupiter OA No SLA 981 Y 8
3 Jupiter Webcare Support Jupiter Webcare 980 Y 8
4 Doc1 Standard Support Doc1 940 N 8
4 Doc1 Gold Support Doc1 940 N 8
5 Provident Standard Support Provident 930 N 8
5 Evident Standard Support Evident 930 N 8
5 Provident Gold Support Provident 930 N 8
5 Evident Gold Support Evident 930 N 8
6 InterconnecT Standard Support InterconnecT 932 N 8
7 Enterprise Standard Support Enterprise 934 N 8
7 Enterprise Gold Support Enterprise 934 N 8
8 Focus Standard Support Focus 937 N 8
9 FMS Standard Support FMS 933 N 8
10 Clementine Standard Support Clementine 938 N 8
11 Retriever Standard Support Retriever 935 N 8
12 NMS Standard Support NMS 936 N 8

Authorisation

Team Leader: _______________________________________

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 Signature: _______________________________________ Date: ___________________________

Support Manager: _______________________________________

Signature: _______________________________________ Date: ___________________________

Entered into Applix by

Helpdesk: _______________________________________

Signature: _______________________________________ Date: ____________________________

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