Service Level Agreement (SLA) For National Bank of Australia Pty Ltd By The Organiser Effective Date: January 2008 Company Name: Client Relationship Manager: National Bank of Australia Pty Ltd Joseph Smith 1 Agreement Overview This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between The Organiser and National Bank of Australia Pty Ltd for the provisioning of DIGITAL MEDIA services required to support and sustain Training Videos and website 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 This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Client Relationship Manager Contact Information 02 9999 0000 - Joseph Smith joseph.smith@nba.com.au 02 9999 0012 - Sam Booth sam.booth@nba.com.au 02 9999 0010 - Karen Jones karen.jones@nba.com.au 02 9999 0008 - Pam Garrett pam.garrett@nba.com.au Accounts Manager Advertising Manager H.R Manager 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: Joseph Smith Review Period: Quarterly Previous Review Date: 1st March 2008 Next Review Date: 1st June 2008 2 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; 3.2 Client Requirements Client responsibilities and/or requirements in support of this Agreement include: Supply Information relevant to work being carried out (3 months) Supply Staff (surveys, photos, information etc) (3 months) Communicate likes and dislikes (3 months) 3 3.3 Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: Will carry out work specified by Client (3 months) Support with website updating (3 months) Reference No. 1 2 3 4 Service Write and produce approximately 5 video learning objects 5-10 minutes long in length per week Take all photographs, audio and video footage necessary for video/presentations Deliver all video learning objects electronically or on CD/DVD as discussed Conduct a client staff satisfaction survey on video learning objects to see if they are covering all aspects effectively of e-learning required. Compile and deliver results of survey to Client Relationship Manager for discussion and revision as required. 3.4 Service Measurement The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Client: 4 3.5 Service Level Reporting The Service Provider will supply the Client with the following reports on the intervals indicated: 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: 3.7 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) 5 6