Relate to Clients on a Business Level Service Level Agreement (SLA) Template

Service Level Agreement (SLA) For Hampton Real Estate By PFLY Designs
Effective Date: 18.3.07

Company Name: Client Relationship Manager:

PFLY Designs 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 This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Hampton Real Estate

Contact Information 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. 9898 9798 Service Digital Marketing Video Production 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 include: • 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 Product Reviews Definition Regular Product checks which will provide quality insurance . Performance Target Weekly

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Client Service Report SLA Review Interval Fortnightly 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 Digital marketing Video Production Ref# 9887 Exception(s) More than the quoted production limit