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.

Service Level Agreement (SLA) for Cozy Homes by Ninja Ramen
Effective Date: 17/06/07

Company Name: Client Relationship Manager:

Ninja Ramen Imran Teo

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Ninja Ramen and Cozy Homes for the provisioning of DIGITAL MEDIA services required to support and sustain Digital Marketing Videos This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Cozy Homes Contact Information Phone: 9888 8888 Email: [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: Imran Teo Review Period: Annually Previous Review Date: 16/07/07 Next Review Date: 16/07/08

3.Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.

2.1. Service Scope
The following Services are covered by this Agreement; Reference No. 1001 Service Producing Videos for marketing houses


2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: producing information regarding properties to be marketed and sold, photographs and video recordings of properties, extra details on how the property is to be marketed.

2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include: produce 5 digital marketing videos with the supplied information, photographs, and videos of property per week.

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 Marketing Video Definition Producing a quality marketing video to sell property . Performance Target 5 Videos per week

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Marketing Video Report Interval Weekly

2.6. 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 Response Time Information of all property Weekly

2.7. Service Exceptions


Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Ref# Exception(s)


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