Scope: Provide support and maintenance for Sage Evolution for 24 months. Key deliverables: 1) Ensure SQL database backups are in place and restorable. 2) Monthly system diagnostic reports for health checks. 3) Administer annual license serial keys post-server migration. 4) Secondary line help desk support (15-minute telephonic response). 5) Email support. 6) Unlimited system configuration support (mass SQL updates, security, screen/field configurations). 7) User support during internal/external audits. 8) Application enhancements and project management. 9) Ensure software is bug-free; assist with upgrades to the latest Sage version. 10) Process and application improvements. Reporting: Monthly status reports must include ongoing activities, system usage, change requests, support logs, training logs, and bug fixes. SLA: Maximum 35 support hours per month. Contract term: 24 months, performance-based with quarterly reviews. Total support hours: 420 per year (840 over 24 months).
Threshold: Maximum 35 support hours per month
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