Where can I find a sample service level agreement and how do I compute prices?
Posted on 2012-08-24
I have been asked by a client of about 40 users to provide a quote on a service level agreement for a system I have been supporting for six months on a time plus material basis. At this stage I know the system inside-out, and even built the current server. They are not looking for a competitive offer from other vendors, but want to know what the costs and conditions would be for me to take a monthly payment for a guaranteed level of uptime or response to incidents.
Where can I find a sample to create the contract from, and how much do people typically charge per user, per computer, etc.?