Relate to Clients on a Business Level Service Level Agreement (SLA) Template
This template provides a format for a Service Level Agreement (SLA) between a Service Provider and one or more DIGITAL MEDIA Clients requiring DIGITAL MEDIA services. The purpose of this document is to ensure that resources are in place to provide consistent service support and delivery to the Client by the Service Provider.
Instructions 1. Save this template under a new name before making revisions 2. Review & complete all relevant sections in this template 3. Replace or remove all colored text from the final draft of this document - Replace all text in blue (required) - Remove all text in orange (instructional) - Replace or remove all text in green (examples) 4. Reformat all final text to black 5. Remove the information above before saving final revisions 6. Stakeholders are representatives from the Service Provider and the Client
Service Level Agreement (SLA) for [Client] by [Service Provider]
Effective Date: [Effective Date]
Company Name: Client Relationship Manager:
[Company Name] [Client Manager]
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between [your company] and [Client] for the provisioning of DIGITAL MEDIA services required to support and sustain [Product/service]. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes will be recorded in an Amendments section of this Agreement and are effective upon mutual endorsement by the primary stakeholders. This Agreement outlines the parameters of all DIGITAL MEDIA services covered as they are mutually understood by the primary stakeholders. The purpose of this Agreement is to ensure that resources are in place to provide consistent DIGITAL MEDIA service support and delivery to the Client(s) by the Service Provider(s). 1. The following Client(s) will be used as the basis of the Agreement Client Contact Information [Contact Information] [Contact Information] [Contact Information] [Contact Information]
2. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Client Relationship Manager is responsible for regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Client Relationship Manager will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Client Relationship Manager: [Client Relationship Manager] Review Period: [Review Period] e.g. “Annually” or “Quarterly” Previous Review Date: [Last or Previous Review Date] Next Review Date: [Next Review Date]
3.Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.
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2.1. Service Scope
The following Services are covered by this Agreement; Reference No. Service
2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: List Client responsibilities.
2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include: List Service Provider responsibilities
2.4. Service Measurement
The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Client: Measurement Definition . Performance Target
2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Interval
2.6. Service Requests
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In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Client within the following time frames: Service Response Time
2.7. Service Exceptions
Any deviations from current policies, processes and standards are noted by the following Service Exceptions: (Insert any special conditions / constraints related to coverage times and dates) Service Ref# Exception(s)
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