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 No:1 Real Estate By Paul Ioakimidis
Effective Date: 18/6/07

Company Name: Client Relationship Manager:

Paul Ioakimidis-industries 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 This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Imran Teo Eddy Tang Paul Flynn Meg Wiseman 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: 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. 3256 2589 2145 9658 Service Creation and production of video material Video editing Uploading of videos 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 professionally.

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

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Uploading Maintenance Interval Weekly 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 Video Maintenance Ref# 3698 3697 Exception(s) 2 days 2 days