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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.

Service Level Agreement (SLA)

No:1 Real Estate
Paul Ioakimidis

Effective Date: 18/6/07

Company Name: Paul Ioakimidis-industries

Client Relationship Manager: Paul Ioakimidis

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Paul Ioakimidis Industries and No.1 Real Estate for the provisioning of DIGITAL MEDIA
services required to support and sustain the Marketing Video.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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

Imran Teo
Eddy Tang
Paul Flynn
Meg Wiseman

2. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until the Date of

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: Paul Ioakimidis

Review Period: Quarterly
Previous Review Date: 12th May 2007
Next Review Date: 12th September 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

3256 Creation and production of video material
2589 Video editing
2145 Uploading of videos
9658 Maintenance of videos

2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: Provide
the proper documentation so that the videos can be produced properly and

2.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement
include: Uploading the provided material and consistently updating the estimated (5)
Digital Marketing Videos to the client

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

Uploading Uploading process/Quality High priority and done to achieve
reviews good quality Video
Maintenance Maintaining Video so it is Must be attended to, updated
watch able online regularly.

2.5. Service Level Reporting

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

Report Name Interval

Uploading Weekly
Maintenance Daily

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
Updates 1-2 Days
Maintenance 1-2 Days

2.7. Service Exceptions

Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:

Service Ref# Exception(s)

Video 3698 2 days
Maintenance 3697 2 days