Object_Id : 190
Title : CiTR Support - Boilerplate for a Support Services Agreement (and how to use it)
Node_Type : Production
Format : File Directory or Folder
Address : http://web/projects/support/External/5.Operational/general_info/about_boilerplate_SSA.html
Keywords : SLA
Abstract : This guide is designed to assist you to prepare a support contract based
on the boilerplate Support Services Agreement.
The guide also points to the current version of the boilerplate.
The boilerplate was originally designed for our Worldtalk customers but
should need only minor changes for other supported product sets
(I hope! Management of customer support is much easier if
all agreements are essentially the same!)
o the body of the agreement should be applicable for all
o changes to suit the particular arrangements
for the customer should only be made in the Schedules.
o only the list of products in Table 1 of Schedule A and
the charges in Schedule C should need filling in/changing and
the text remain unchanged.
The guide, however, discusses other changes and their impact.
Date_Entry_Created : 03/03/97
Entry_Created_By : jane
Entry_Last_Modified_By : jane
Asset_Qualification : default for specified project use
Contact_Person : mailto:firstname.lastname@example.org
IP_or_Copyright_Owner : CiTR
Date_Item_Created : first version 1995? Version 3.2 - 25 November 97
Usage_Conditions : Use for support agreements
Authors_and_Contributors: lost in history, although Harry Wengier
was probably the instigator.
Changes suggested/made by John Gottschalk,
Jane Clark and David Spriggs
Projects_Used_In : DE670.2
AB653.4 (as basis for their contract)
Template_is_for : Contract