Identify the Products
|Meet with the agency and review their list of products/applications, determine if there are any that are%EOL%critical to the agency business as defined by the Critical Application and Product list.
Add a list of products to the SLA
|Add a list of products to the SLA which would need to have their incident raised to an Incident 1 regardless
of how many users or the type of issue they are having.
This would exclude Password Resets and Service Requests.
All products that are identified as critical in nature will need to be added to the Appendix C of the SLA and titled: