The purpose of this document is to set expectations for how the Support and Maintenance agreement will operate in day-to-day situations.
How to report issues
SERVICE DESK
How to set priority
Biweekly Support Meetings
What’s been completed since last time
What’s still in the queue
Establish priority via SD Kanban board
How to view all reported issues
MY issues vs ALL issues
Reporting on Hours Used / Work Done
Is it a shared bucket or per territory?
Should we report on hours? Is that a concern?