Process of handling complaints or concerns

Running head: PROJECT MANAGEMENT
Project management: Task C- Service level agreement
Name of the Student
Name of the University
Author’s Note

PROJECT MANAGEMENT
1
Table of Contents
Task C: Service level agreement.....................................................................................................2
1. Summary of support requirements...........................................................................................2
2. SLA service requirements........................................................................................................2
2.1 Duration of the contract.....................................................................................................2
2.2 Area of support..................................................................................................................2
2.3 Methods and levels of support...........................................................................................3
2.4 Hours of support................................................................................................................3
2.5 Definition of priority levels...............................................................................................3
2.6 Response time according to priority..................................................................................4
2.7 Communication methods...................................................................................................4
2.8 Costing...............................................................................................................................5
3. SLA implementation which includes:.....................................................................................5
3.1 Warrantees and exclusions................................................................................................5
3.2 Customer responsibilities...................................................................................................5
3.3 Method for service level monitoring.................................................................................6
3.4 Process of handling complaints or concerns......................................................................6
3.5 Process for changing the content of SLA..........................................................................7
Bibliography....................................................................................................................................8

PROJECT MANAGEMENT
2
Task C: Service level agreement
1. Summary of support requirements
The ERP system which is suggested for the organization “Diamond Video Rentals” will
be helpful in guaranteeing good service and generally helps in keeping the customers happy and
satisfied. It is found that it generally helps in avoiding misunderstanding and further assists in
providing a very much trusted source of information for the entire agreement. The various ERP
system support requirements include technical support, on-site support, InfoZone as well as
Forums. It is found that helpdesk support will be provided with the help of either email or
telephone for resolving the issues of the customers whereas on-site support is considered ideal
for the implementation of new solutions for users who will generally take new roles. In addition
to this, InfoZone support will be provided with the help of customer portal whereas forums will
be utilized for engaging in different types of discussion about the specific product.
2. SLA service requirements
2.1 Duration of the contract
It is found that the ERP service provider and the organization “Diamond video Rentals”
will create a commitment or contract of 5 years for providing proper quality of service to the
organization.
2.2 Area of support
The different area off support that is provided by enterprise resource planning software
are listed below:
 Database management
 Storage of data