Policy templates/Service Operations/Version 1.0

Support Services Policy Template

Get the complete template Sign in

Summary

Defines standards for delivering secure, reliable support to internal users and external clients. Covers service objectives, supported services, coverage, support channels, triage, escalation, issue tracking, service levels, client communication, metrics, and improvement.

Purpose

This policy outlines the standards and procedures for delivering support services to both internal staff and external clients. It ensures incidents and service requests are managed efficiently, securely, and in accordance with defined service level objectives. It also ensures support activities align with the organization's information security, availability, and compliance requirements.

Scope

This policy applies to all employees, contractors, and third-party personnel involved in delivering support services for the organization's systems, platforms, and services. It covers both business-to-business (B2B) and internal support, including technical troubleshooting, access management assistance, and client inquiries.

Framework Mapping

Appendix A includes mappings to common security and compliance frameworks for this template.
ISO/IEC 27002:2022
5.34 Privacy and Protection of PII6.4 Confidentiality or Non-Disclosure Agreements
SOC 2 TSC
CC2.3: Policies for service deliveryCC6.1: Logical access to support systems
NIST CSF v2.0
PR.IP-9: Response supportID.GV-4: Governance processes
NIST SP 800-53 Rev. 5
PL-2: System and Communications Protection PolicyAC-17: Remote Access

Complete table of contents

This preview shows the full structure of the template. Create an account or sign in to download the complete editable policy.
  1. 1. Purpose
  2. 2. Scope
  3. 3. Policy Statement
  4. 3.1 Support Objectives
  5. 3.2 Supported Services
  6. 3.3 Support Coverage
  7. 3.4 Support Channels
  8. 3.5 Response and Resolution Times
  9. 3.6 Prioritization and Escalation
  10. 3.7 Development Prioritization
  11. 3.8 Feedback and Continuous Improvement
  12. 3.9 Issue Tracking Workflow
  13. 4. Roles and Responsibilities
  14. 5. References and Related Policies
  15. 6. Definitions
  16. 7. Policy Exceptions
  17. 8. Compliance and Monitoring
  18. 9. Policy Review
  19. Appendix A: Framework Control Mapping
  20. Appendix B: Revision History
  21. Appendix C: Approvals

Download the complete support services policy template

Use the full editable template as a starting point, then adapt it to your organization.

Create an account Sign in