Generally, any agreement that provides for upkeep, upgrades and continuing service. Specifically, a contract with a vendor to perform problem isolation and resolution within requested time frames. Cost is assessed and paid regardless of the number of service calls. #UC #FinancialManagement ...
Assistance to service desk by support partners that is subject to resource availability in the moment, rather than under an underpinning contract . #TechnicalSupport #UC #Escalation #SupportOperations
Legal contract with third parties who will provide support to the organization. #Practices #SupportOperations #ITSM #ProblemManagement #IncidentManagement #Escalation #TechnicalSupport #ITIL #UC #SupportModels