Service & Support

In the Service & Support section, enter the supporting environment and quality issues.

Users assigned one or more of the following roles can view and edit the data in this section: Business Owner, Technical Owner, or Respondent (when more information is requested).

Figure A-6. Application Service & Support section

Table A-6. Application Service & Support fields



Application Health

A color-coded indicator of the application's health.

  • Red - Risks identified that may have adverse impact

  • Yellow - Issues identified, but being managed

  • Green - No issues exist

Vendor Name

The vendor of the application.

Product Name

The product name of the application.

Under Maintenance?

Indicates if the application has a current maintenance contract.

Placed in Service Date

The deployment date of the application to production.

Expected End of Life Date

The expected retirement date of the application. Typically this does not apply to a specific version of the application but to the application itself.

Support Type

The type of support contract.

  • In-House - Maintenance is provided by the organization.

  • Vendor - Maintenance is provided by the vendor of the application.

  • 3rd Party - Maintenance is provided by another source that is not in-house nor the vendor (for example, a contractor).

  • None - No maintenance is provide.

# of Annual Incidents

The number of incidents for the application tracked in a year.

Disaster Recovery Plan in Place?

Indicates if the application has a disaster recovery plan.

Service Level Agreement

The service level specified in the application's service contract. For example, guaranteed uptime, performance periods (24 hours for five days a week), or percentage of dropped calls.