Module 3 · Chapter 6

Service Levels, Service Credits and Support

Payroll software must work on pay day. What the software company promises about downtime and support, what it owes when it falls short, and when its partner may end the deal.

≈ 9 min read 8-question test

In this chapter

  • How much unplanned downtime Larchpay may have, and what does not count
  • How service credits work, and when repeated downtime lets Tressick leave
  • Who answers an End Customer's call, and how fast Larchpay must respond

6.1Service levels in one paragraph

A service level is a promise about how well software runs, written as a number, such as the hours it may be down. From go-live, Larchpay must meet the service levels in Schedule 3, which limit unplanned downtime and set response times for faults. If the app is down too long, Larchpay gives Tressick a service credit, a sum taken off the next invoice. Downtime that keeps coming back lets Tressick end the Agreement.

Key point

Schedule 3 turns “the app must work” into numbers. Larchpay knows what it must deliver, and Tressick knows what it gets when Larchpay falls short.

Also in this chapter

  1. What Larchpay promises about downtime
  2. How service credits work
  3. Repeated downtime and the root-cause report
  4. Who answers the phone, and how fast
  5. Your job

Preview

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