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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.


1. Save this template under a new name before making revisions

2. Review & complete all relevant sections in this template
3. Replace or remove all colored text from the final draft of this document
- Replace all text in blue (required)
- Remove all text in orange (instructional)
- Replace or remove all text in green (examples)
4. Reformat all final text to black
5. Remove the information above before saving final revisions
6. Stakeholders are representatives from the Service Provider and the Client

Service Level Agreement (SLA)

Local Real estate
Lucky Ghost media

Effective Date: [Effective Date]

Company Name: Lucky ghost media

Client Relationship Manager: Local real estate
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Lucky ghost media and Local real estate for the provisioning of DIGITAL MEDIA services
required to support and sustain a web site with five videos per week.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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

Roarke Lahene 34634560
Eddie Tang 45656377
Meg Wisman 12657355
Stephan French 90848738

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 Fitzgerald

Review Period: Annually e.g. “Annually” or “Quarterly”
Previous Review Date: 12/09/2006
Next Review Date: 23/07/2007

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

33686846 Create a full working web page
12049808 Five videos per week

2.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include: to
maintain a web site and deliver 5 videos to “Local real estate”.

2.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement
include: maintain the website.

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

Video Analysis report 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
Upgrading videos 1 day
Upgrading website 1 day

2.7. Service Exceptions

Any deviations from current policies, processes and standards are noted by the following
Service Exceptions: the amount of videos required may vary from week to week.
Service Ref# Exception(s)