Service SLA

Standard vs Consultancy work

General categorization

Delivery Model Included in services feePaid consultancy
Software as a Service
(SaaS)
• Incident handling Server and application maintenance 4

• Backups & monitoring 4

• Standard requests handling 1, 4

• Providing official 3rd party documentation
• Data migrations or
restores 2

• Training & consultancy

• Helping with tools
adaptation to project
processes
Self Managed (SM)• Incident handling 3

• Answering questions about TDS specific tool configuration

• Providing official 3rd party documentation
• Help with tool
configuration

• Training & consultancy

• Fixing errors and
misconfiguration caused
by end user

Additional information:
1. Valid only for actions user doesn’t have a possibility to do by himself via TDS portal, or within
the application itself. 2 hours needed for resolution at maximum.
2. For example import from 3rd party tools, restore from backup.
3. Can be invoiced as consultancy if it turns out the problem was caused by end user
4. SLA description