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<br />ServicePlus Support Services Agreement <br /> i <br />Contents <br />ServicePlus Vendor Services Agreement .............................................................................................. ii <br />Schedule A Services: .............................................................................................................................. ii <br />1 Terms of Contract ................................................................................................................................. ii <br /> Vendor’s Obligations ..................................................................................................................... ii <br /> Client’s Obligations ...................................................................................................................... iii <br /> Contract Price and Payment Terms ............................................................................................. iii <br /> Termination .................................................................................................................................. iii <br /> Non-Hire ....................................................................................................................................... iv <br /> General ......................................................................................................................................... iv <br /> Signatures .................................................................................................................................... iv <br />2 Schedule “A” – Basic ............................................................................................................................. 1 <br />2.1 ServicePlus Basic Service ............................................................................................................... 1 <br /> Service Levels ................................................................................................................................ 1 <br /> ServicePlus Service Levels ............................................................................................................. 2 <br /> Service Level Reporting ................................................................................................................. 3 <br /> Service Level Meetings................................................................................................... 3 <br /> Service Level Report ....................................................................................................... 3 <br /> Service Delivery ............................................................................................................................. 4 <br /> Service Request Management ...................................................................................................... 4 <br /> Incident Management ................................................................................................................... 4 <br /> Incident Management Process ..................................................................................................... 5 <br /> Request Management ................................................................................................................... 6 <br /> Request Management Process ...................................................................................... 6 <br /> Approach to Maintaining Service Levels ....................................................................................... 8 <br /> Facilities and Equipment Requirements ....................................................................................... 8 <br /> Support Team ................................................................................................................................ 8 <br /> Additional Services ...................................................................................................................... 10 <br />Appendix A: Definitions ............................................................................................................................... 1 <br /> <br />