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Relate to Clients on a Business Level

Service Level Agreement (SLA) Template

Service Level Agreement (SLA)

Hampton Real Estate
PFLY Designs

Effective Date: 18.3.07

Company Name: PFLY Designs

Client Relationship Manager: Paul Flynn

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
PFLY Designs and Hampton Real Estate for the provisioning of DIGITAL MEDIA services
required to support and sustain Digital Video Production.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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
Hampton Real Estate Ph: (02) 99 989 789

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 Flynn

Review Period: Quarterly
Previous Review Date: 5.7.07
Next Review Date: 5.9.07

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

9898 Digital Marketing Video Production
9798 Upload, Use, and maintenance of digital marketing videos

2.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:
• The Provision of subject properties.

• Feedback Regarding ongoing video production.
• Providing access to commercial properties.
• Providing adequate time to capture properties.

2.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement
• Providing all the videos requested.
• Providing a good quality product.
• Providing a functional product

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

Product Regular Product checks which Weekly
Reviews will provide quality insurance

2.5. Service Level Reporting

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

Report Name Interval

Client Service Report Fortnightly
SLA Review 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
Digital Videos Weekly

2.7. Service Exceptions

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

Service Ref# Exception(s)

Digital marketing 9887 More than the quoted production limit
Video Production