Professional Documents
Culture Documents
for
National Bank
by
JK Production
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between JK
Production and National for the provisioning of DIGITAL MEDIA services required to
support and sustain Video Production.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by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).
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.
3.Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing
support of this Agreement.
2
Upgrade system as required.
Provide Content and Images on a per week basis.
The following measurements will be established and maintained by the Service Provider
to ensure optimal service provision to the Client:
The Service Provider will supply the Client with the following reports on the intervals
indicated:
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
Tutorials 3 – 4working days
Software Updates 4 – 5working days
Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:
Service Ref# Exception(s)
Tutorials #100001D Request to be within the above time.
Software Updates #100001C Request to be within the above time
frame.