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Relate to Clients on a Business Level

Service Level Agreement (SLA)


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
LJ Hooker Real Estate
By
Philip. Fernandez

Effective Date: 22nd June 2007

Company Name: Stella Design


Client Relationship Manager: Philip. Fernandez

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Stella Design and LJ Hooker Real Estate for the provisioning of DIGITAL MEDIA services
required to support and sustain the production of 5 local marketing videos a 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This Agreement remains valid until superseded by a revised agreement mutually endorsed by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


Ben Fitz 96545154
Michael Andrew 95644114
Paul Ioakimidis 94815151
Larysa Manning 96315148

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: Philip.Fernandez


Review Period: Every 3 Months
Previous Review Date: 22nd June 2007
Next Review Date: 22nd 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


25458 To Build and Maintain any project.
25459 To create 5 Local Marketing Videos every week
25460 Negotiate agreements in the making of the videos
25461 To obtain approval to create videos
25462 To create videos above a 2 and half minutes length
25463 To Update this Agreement when necessary

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2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include:
 To provide accurate information for all properties
 To provide information on time
 To provide any pictures showing the properties
 To maintain and upload the videos on time
 To ask for approval if any of the videos are to be changed.

2.3. Service Provider Requirements


Service Provider responsibilities and/or requirements in support of this Agreement
include:
 To Express accurate material
 To abide by any guidelines set out
 To Supply everything on time

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


20 Minutes Making Videos For a 2.5 minute video
2 months Updating Maintain the quality of videos if
they change through the course of
the promotion
5 minutes Re-Writing Contract Revising the contract to see if any
changes need to be made

2.5. Service Level Reporting

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

Report Name Interval


nd
Initial Report 22 June 2007
Contract Report 23rd June 2007
Final Report 23rd September 2007

2.6. Service Requests

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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
Production 5 Videos a week
Maintenance Over three month periods

2.7. Service Exceptions

Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:
Service Ref# Exception(s)
Production 4245 A time period of one week but an
exception of one day extra on public
holidays
Maintenance 4566 As long as it takes in a three month
period.