This template contains useful information such as where the component libraries are, what databases and tables are used, the overall program processing, etc. There may be useful information like this to compile and give to the support staff so that they can have it as a reference when problems and questions arise. 

This template includes step-by-step instructions on what needs to happen and in what order. It is possible that the main application support person may not be available in case of a disaster. In that case, another person should be able to take this procedure and recover the application.

Creation of a set of "frequently asked questions (FAQ)" is an important tool for the help desk in assisting problem resolution. Some of the more common questions can be derived during user acceptance testing and this document should be updated by the support team over time. First level and second level support contact information should also be included for reference.

A Service Level Agreement (SLA) is a negotiated agreement that specifies the type of work, quality level, parties involved, and other expectations under which the support organization will provide services to the client organization. An SLA helps identify expectations, clarify responsibilities, and facilitate communication between the parties involved.