Binder Design SLA 2 008

Service Level Agreement (SLA) For
National Bank

By Binder Design
Effective Date: 2, June, 2008 Company Name: Client Relationship Manager:
Binder Design Adam Merillo

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Binder Design and The National Bank for the provisioning of DIGITAL MEDIA services required to support and sustain the use of the package and training involved with this product. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Sean McDoanld Paul Carp George Castansa Jessica Moor

Contact Information 0425-548-865 0458-856-985 0425-985-854 0413-958-865

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: Adam Merillo Review Period: Every two months Previous Review Date: 2, June, 2008 Next Review Date: 2, August, 2008

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. 0211548 0215464 0356494 0154857 0002158 0125805 Service Updating Information Update images Supporting software Knowledge review OH&S Knowledge Updating Software Package

2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: Must give the provider to any relevant information source Must give the provider the ability to review the software


Must allow the provider to question the users so that he/she can improve their work

2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include: Always be available to assist in any problems with the product Must update the system (if necessary) until the end of this contract Provide help with the use of this 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 Updating Service Training Definition Updating the software package Repairing the package if there are any issues Training the client to use the package Performance Target Keeping the software updated Keeping the software in optimal conduction Making sure the client knows what they are doing

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Interval

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 Product not operational 1-2 day (Max) Software update 1-4 Days (Max)

2.7. Service Exceptions


Any deviations from current policies, processes and standards are noted by the following Service Exceptions: (Insert any special conditions / constraints related to coverage times and dates) Service Repair’s Training Ref# #9586 #8547 Exception(s) If the product constantly keeps breaking down If the Client constantly needs more training


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