Service Level Agreement (SLA) Template - DOC by gigi12

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									                    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:                         [Company Name]
Client Relationship Manager:          [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  This Agreement remains valid until superseded by a revised agreement mutually endorsed by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.



                                              2
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



                                          3
   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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