Service Description The ABC Service consists of. (fuller description to include key business functions, deliverables and all relevant information to describe the service and its scale, impact and priority for the business). Service Hours A description of the hours that the Customers can expect the service to be available (e.g. 7 × 24 × 365, 08:00 to 18:00 – Monday to Friday. Special conditions for exceptions (e.g. weekends, public holidays etc). Procedures for requesting service extensions (who to contact – normally the Service Desk – and what notice periods are required. Details of any pre-agreed maintenance or housekeeping slots, if these impact upon service hours, together with details of how any other potential outages must be negotiated and agreed – by whom and notice periods etc. Procedures for requesting permanent Changes to services hours.
