Warranty and Service Level Agreements advice

[TheExcession]

We're small Compnay - 4 staff and currently writing a proposal for a fairly small project to upgrade some existing network monitoring software for one of our Customers.

I'm a bit lost for examples of the type of SLA we should offer.

We are intending to Warranty the software as fit for purpose and meeting all the requirements for two weeks after acceptance.

But we also need to offer a support contract which will typically involve the Customer buying a set number of days of our time between EDC and next March for bug fixes and monr changes to the system.

I guess we just need to guarantee to answer phones and respond to emails in a timely fashion, and I'm considering drafting options for different levels. A gold, silver, bronze type of thing if you like.

Gold might be that we guarantee support 24/7/365 and us taking on additional monitoriing of the system, with us ensuring their monitoring program has a high uptime.

Silver might just be telephone/email only 24/7/365.

Bronze might be telephone email only during office hours.

Does anyone have any thoughts on what else should be mentioned?

Additionally does anyone have an templates or SLAs that they would mind me reading to get a feel for what else we can offer?

thanks
Ex

[aldi]

Just a thought, needs to be something about severity of issues as well as/tied to response times. Ranging from total outage for multiple users to minor irritation.