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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: Client Relationship Manager:
Stella Design 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 This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Ben Fitz Michael Andrew Paul Ioakimidis Larysa Manning Contact Information 96545154 95644114 94815151 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
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. 25458 25459 25460 25461 25462 25463 Service To Build and Maintain any project. To create 5 Local Marketing Videos every week Negotiate agreements in the making of the videos To obtain approval to create videos To create videos above a 2 and half minutes length To Update this Agreement when necessary
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 20 Minutes 2 months 5 minutes Definition Making Videos Updating Re-Writing Contract Performance Target For a 2.5 minute video Maintain the quality of videos if they change through the course of the promotion 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 Initial Report Contract Report Final Report Interval 22 June 2007 23rd June 2007 23rd September 2007
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 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.