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Service Level Agreement (SLA)

Dream Reality
Marina Berson

Effective Date: 1/07/07

Company Name: Dream Reality

Client Relationship Manager: Ben

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Marina Graphic Design and Dream Reality for the provisioning of DIGITAL MEDIA
services required to support and sustain client website.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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 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: Ben

Review Period: “Annually”
Previous Review Date: 1/07/06
Next Review Date: 1/07/07

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. Service

1 Ensure Application/web server is properly maintained
2 Ensure Website is properly administered and available 24/7
3 Ensure Database server is properly maintained
4 Creation, deletion, and maintenance of user accounts
5 Application software updates applied as required
6 Backup, storage, and recovery of database survey data

2.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:
Client will identify at least one (but no more than two) member(s) of their group to act as the
primary point-of-contact (local client contact) for support. Local client contact functions include,
but are not limited to, the following:
• Act as the authorized technical contact point(s)
• Act as authorizers service requests for client
Client maintains final authority over the content material and must maintain awareness of their

Designate two or more individuals to serve as the official liaison and a backup liaison(s).
Provide Service administrators with contact information (name, email, Phone).
Maintain Customer equipment and internet connection to ensure reliable connectivity to the
Contact the Administrators to report any problems with the service as soon as they are noticed.
If Customer files require more strict security measures than is usual and customary, the
Customer and Service provider will discuss the issues and together form a best plan of action.

2.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement
a) Ensure that you do not make, arrange or authorise the insertion of any reference to us or our
website in any document (including promotional or merchandising material) or on any website
other than our website without our prior written consent;
b) Promptly execute any document, make any arrangement or do anything that is reasonably
requested by us in order to facilitate our provision of the Service, including but not limited to any
necessary authorisation, permission or security passwords concerning access to codes, programs
or other information in relation to your website held by any other party (eg. a third party internet
service provider that hosts your website) and any edits to text to be included on your website;
c) Abide by the applicable Codes of Practice (incorporating privacy and advertising codes)
issued by the Internet Industry Association (to be found at, the Real Estate
Institute of Australia or the Real Estate Institutes in your state or territory (eg. REINSW).
2.3.1 You represent and warrant that you are authorised to make available the material submitted
by you and that you are acting under authority of the proprietors of any related real estate
2.3.2 You acknowledge that:
a) You have read and agree to be bound by the terms of all legal notices posted on the Site
including Privacy Policy, Disclaimer and Copyright notices;
b) Any intellectual property rights including copyright in the website created through using the
"Your site" interface will remain with us (except for the material you upload onto the website);
c) We are not under any obligation to monitor or censor the material submitted by you, but we
reserve the right to do so;
d) We are not responsible for the content of any website we design on your behalf or for any
errors or omissions in any data provided by or on behalf of you;
e) Any legal notices, privacy statements and other documents prepared for your benefit are drafts
for your consideration and you are responsible to ensure that those documents reflect your
business practices;
f) Systems or technological failure may impede or prevent provision of the Service;
g) You are responsible for and must pay the cost of all telecommunications and Internet access
charges incurred when hosting or accessing any website designed by us on your behalf, whether
or not such access has been arranged by us;
h) If you have not arranged for your website to be hosted, we shall deliver completed websites
we have designed by way of an appropriate data storage medium;

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 Definition Performance Target

2.5. Service Level Reporting

The Service Provider will supply the Client with the following reports on the intervals

Report Name Interval

start and finish, date and time Once a week
of each incident of network
unavailability for the
client institution for each
explanatory notes on the cause Once a month
of any failure to provide at
least 90% availability to
a client institution during the
calendar month, or for any
period of unavailability for
the client institution deemed
to have lasted more than 10
hours for each circuit ;

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
User Account creation 1 business day
Password Reset 2 Hours

2.7. Service Exceptions

Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:
Service Ref# Exception(s)
Application/web server 1 Security Compromise, power failure, telecom

Database Server 2 Security Compromise, power failure, Telecom