In-service support & Maintenance

The Master Service Agreement (MSA) looks at the system overall and contracts out those elements of the system that can be maintained together. This could be the whole system or it could be only particular elements of the system. The MSA is a legal agreement with services to be provided in return for fees and levels of performance required and penalties for lack of performance. The MSA can be drawn up to represent an agreement between the IT department and internal (insourced) or external (outsourced) service providers.

Daily Backup Logbook designed for the year 2004. Alternating set. International planning worksheet.

Two simple models for forming an Agency Agreement between an IT supply & support company and a sales agency; the "Shop Front Model" and the "Scouter's Model".

SLA executed in the Northern Territory (NT) for a key computer system or network, in return for an annual service fee. Larger system, penalties apply. Australian legal agreement.

SLA executed in the State of Queensland for a key computer system or network, in return for an annual service fee. Larger system, penalties apply. Australian legal agreement.

SLA executed in the State of Tasmania for a key computer system or network, in return for an annual service fee. Larger system, penalties apply. Australian legal agreement.

The disaster recovery manual (DRP) is the key document that will be used at the moment of a declared 'disaster'. It needs to be kept up to date by the Disaster Recovery Co-ordinator so that all the elements in it can be relied upon at the moment of crisis. This DRP is based on a cold site plan but the structure can be used for cold, warm and hot disaster recovery plans. It contains examples of mainframe present and future requirements calculations and shortfall assessments. International IT planning document. See

The EOM (end of month) planner. International planning worksheet.

An on-site service agreement for a computer system or a network in the State of Queensland, in return for an annual service fee. Smaller system, no penalties. Australian legal agreement.