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Service Level Agreement (SLA)

Ray Whites Real Estate
BPBrown Advertising Agency

Effective Date: 14th June 2007

Company Name: BPBrown Advertising Agency

Client Relationship Manager: Judy Beddoni

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
BPBrown Advertising Agency and Ray Whites Real Estate for the provisioning of DIGITAL
MEDIA services required to support and sustain videos being created

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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

Ben Tree
Imran Hat
Meg Door
Eddie Man

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: Judy Beddoni

Review Period: Quarterly
Previous Review Date: 1st May 2007
Next Review Date: 1st August 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

0001 Production and delivery of videos
0002 Uploading and storage of videos
0003 Maintenance of Agency’s website
0004 Proper payment to ISP and video developer
0005 All parties to be kept up-to-date with any changes made
0006 All involved will deal with necessary parties

2.2. Client Requirements

• Notify BPBrown Advertising Agency if the number of videos required changes
by a set day and time schedule
• Ensure proper payment schedule
• Maintain open communication with ISP and BPBrown Advertising Agency

2.3. Service Provider Requirements
• Uploading and storage of videos provided by BPBrown Advertising Agency
• Maintain the Ray Whites Real estate Agency’s website
• Maintain communication with Ray Whites Real estate Agency and BPBrown
Advertising Agency

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

Functional website Ensuring that the site is user friendly, Extremely
easy navigation, maintained important
Uploading of videos Upload the videos that have been Extremely
created as per scheduled agreement important
Clients satisfaction Make sure the site meets the Ray Whites Extremely
Real estate requirements important

2.5. Service Level Reporting

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

Report Name Interval

Site Updates Weekly
Video uploads Weekly
Maintenance costs 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
Video 24 hours
Website maintenance 24 hours

2.7. Service Exceptions

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

Service Ref# Exception(s)
Video uploads 0002 Delay in video delivery to ISP
Website maintenance 0003 Power Failure, heavy maintenance