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Relate to Clients on a Business Level

Service Level Agreement (SLA)

Service Level Agreement (SLA)


For
Big business
By
Demonic Design

Effective Date: 2/6/08

Company Name: Big business


Client Relationship Mr. bill bob
Manager:

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA”


or “Agreement”) between Demonic Design and Big business for
the provisioning of DIGITAL MEDIA services required to support
and sustain. Design and make a site for the big business
company and maintains the site after crating it.

This Agreement remains valid until superseded by a revised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


Big Manger/Mr bill 094563362
bob
Lead programmer 093456245
Front office 094678467
097567478

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: Tear Bob


Review Period: the fist off every month
Previous Review Date: the nest o the first month 1/7/08
Next Review Date: 1/8/08

3.Service Agreement

2
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;

Referenc Service
e No.
DR DESIGNING A SIT
234154
TR456667 CRAETINING THAT SIT
7
LR562465 MAINTAING
6
NR OPPTERMISIN THE SITE TO FIT THE DEMANINDS
345352
CR245666 UPDATAING THE SIT MOUNTHLY OR ON CALL
7
RR PERVIDING SERPOR FOR THE SIT
456245

2.2. Client Requirements

Client responsibilities and/or requirements in support of this


Agreement include: Pay on time . provide a good working in
environment. Service Provider Requirements

Service Provider responsibilities and/or requirements in


support of this Agreement include: all the services from 2.1
and our beast people working on this project with the beast
client relations in mind.

2.3. Service Measurement

The following measurements will be established and


maintained by the Service Provider to ensure optimal
service provision to the Client:

3
Measurem Definition Performance Target
ent
maintain Optimize the To have a excellent working
web sit website
2.4. Service Level Reporting

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

Report Name Interval


Monthly updates One’s a month
Contact the client One’s a month
Maintains On call/ + charges

2.5. 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
The will be some on call to Everyday+ charges
maintain
The research of the clines Ones month
need

2.6. Service Exceptions

Any deviations from current policies, processes and


standards are noted by the following Service Exceptions:
Service Ref# Exception(s)
Training #2354626 If the client need more
training
Research for the #4564566 To keep updated
web sit