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SLA Binder Design

SLA Binder Design

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Published by Spellbinder4

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Published by: Spellbinder4 on Jun 03, 2008
Copyright:Attribution Non-commercial


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Binder Design SLA
Service Level Agreement (SLA)For 
National Bank 
By Binder Design
Effective Date:
2, June, 2008
Company Name:
Binder Design
Client Relationship Manager:
Adam Merillo
1.Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) betweenBinder Design and The National Bank for the provisioning of DIGITAL MEDIA servicesrequired to support and sustain the use of the package and training involved with this product.This Agreement remains valid until superseded by a revised agreement mutuallyendorsed by the stakeholders. Changes will be recorded in an Amendments section of thisAgreement and are effective upon mutual endorsement by the primary stakeholders.This Agreement outlines the parameters of all DIGITAL MEDIA services covered as theyare mutually understood by the primary stakeholders.The
of this Agreement is to ensure that resources are in place to provideconsistent DIGITAL MEDIA service support and delivery to the Client(s) by the ServiceProvider(s).1. The following Client(s) will be used as the basis of the Agreement
ClientContact Information
Sean McDoanld0425-548-865Paul Carp0458-856-985George Castansa0425-985-854Jessica Moor0413-958-865
2.Periodic Review
This Agreement is valid from the
Effective Date
outlined herein and is valid until the
Date of Termination
Client Relationship Manager
is responsible for regular reviews of this document.Contents of this document may be amended as required, provided mutual agreement isobtained from the primary stakeholders and communicated to all affected parties. The
ClientRelationship Manager
will incorporate all subsequent revisions and obtain mutualagreements / approvals as required.
Client Relationship Manager:
Adam Merillo
Review Period:
Every two months
Previous Review Date:
2, June, 2008
Next Review Date:
2, August, 2008
3.Service Agreement
The following detailed services are the responsibility of the Service Provider in theongoing support of this Agreement.
2.1. Service Scope
The following Services are covered by this Agreement;
Reference No.Service
Updating Information
Update images
0356494Supporting software0154857Knowledge review0002158OH&S Knowledge0125805Updating Software Package
Client Requirements
responsibilities and/or requirements in support of this Agreement include:
Must give the provider to any relevant information sourceMust give the provider the ability to review the software
Must allow the provider to question the users so that he/she can improve their work 
2.3. Service Provider Requirements
Service Provider
responsibilities and/or requirements in support of this Agreementinclude:
 Always be available to assist in any problems with the product Must update the system (if necessary) until the end of this contract  Provide help with the use of this product 
Service Measurement
The following measurements will be established and maintained by the ServiceProvider to ensure optimal service provision to the Client:
MeasurementDefinitionPerformance Target
UpdatingUpdating the software packageKeeping the software updatedServiceRepairing the package if thereare any issuesKeeping the software in optimalconductionTrainingTraining the client to use the packageMaking sure the client knowswhat they are doing
Service Level Reporting
The Service Provider will supply the Client with the following reports on theintervals indicated:
Report NameInterval
Service Requests
In support of services outlined in this Agreement, the Service Provider willrespond to service related incidents and/or requests submitted by the Client within thefollowing time frames:
ServiceResponse Time
Product not operational 1-2 day (Max)Software update1-4 Days (Max)
2.7. Service Exceptions

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