Service Level Agreement (SLA)
For Deutch Bank By Please Wait Digital Media Integration
Effective Date: 3rd June 2008
Company Name: Client Relationship Manager:
Please Wait Digital Media Integration Chris Dale
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Please Wait Digital Integration and Big Picture Productions for the provisioning of DIGITAL MEDIA services required to support and sustain Web Site Development and Maintenance. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Please Wait Digital Integration Contact Information Level 1, 50 Carrington Street SYDNEY (02) 4589 7234
2. Periodic Review
This Agreement is valid from the 3rd June 2008 outlined herein and is valid until the 3rd June 2009. Chris Dale 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 Chris Dale will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Client Relationship Manager: Chris Dale Review Period: Annually Previous Review Date: 3rd June 2007 Next Review Date: 3rd June 2009
3. Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.
3.1.
Service Scope
The following Services are covered by this Agreement; Reference No. 1 2 Service Filming Support design team with new web layout
3.2.
Client Requirements
Deutch Bank responsibilities and/or requirements in support of this Agreement include: Provide information for video content Provide actors for notational and fill-in roles
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3.3.
Service Provider Requirements
Please Wait Design Integration responsibilities and/or requirements in support of this Agreement include: Access to areas of the bank for filming Access to banks website
3.4.
Service Measurement
The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Client: Measurement Meetings Survey Newsletters Definition Review and identify services Gather feedback from the client about the services Inform client of happening events and services Performance Target Every month Every 3 months Every week
3.5.
Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Quality check Customer Satisfaction Customer Complaints Interval 3 months 1 month 1 month
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3.6.
Service Requests
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 Equipment hire outside Please Waits equipment Council permission for filming outside of bank Hire additional staff Response Time 2 week 1 day 1 day
3.7.
Service Exceptions
Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Filming Support design team with new web layout Ref# 1 2 Exception(s) Any filming outside of premises allow 1 day leeway between completion Exceptional equipment failure allow 1 week to rectify
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