Service Level Agreement (SLA)

IT Support

Introduction
This service level agreement (SLA) describes the levels of service that Apex Holdings Ltd. will receive from Creative
IT Limited.
This SLA should be read alongside the IT support contract between the Apex Holdings Ltd. and the Creative IT.
Although the SLA covers key areas of the Apex Holdings Ltd.’s IT systems and support, the support contract may
include areas not covered by this SLA.

Purpose
The Apex Holdings Ltd. depends on IT equipment, software and services (together: ‘the IT system’) that are
provided, maintained and supported by the Creative IT. Some of these items are of critical importance to the
business.
This service level agreement sets out what levels of availability and support the Apex Holdings Ltd. is guaranteed
to receive for specific parts of the IT system. It also explains what penalties will be applied to the Creative IT
should it fail to meet these levels.
This SLA forms an important part of the contract between the Apex Holdings Ltd. and the Creative IT. It aims to
enable the two parties to work together effectively.

Scope
The scope of this agreement between the Parties:

This SLA is between: The Apex The supplier:

Holdings Ltd.
Apex Holdings Ltd
Kaliakoir, Chandra, Gazipur
Telephone -880-2-9883358
Creative IT
Meher Plaza (3rd Floor), House
No. 13/A Road No. 05, Dhaka 1205
Key contact: 01624-888444

Dates and reviews

This agreement begins on 04/01/2021 and will run for a period of 12 months.
It may be reviewed at any point, by mutual agreement. It may also be reviewed if there are any changes to the
Apex Holdings Ltd.’s IT system.

Equipment, software and services covered

This SLA covers only the equipment, software and services in the table below. This list may be updated at any
time, as long as both the Apex Holdings Ltd. and Creative IT are in agreement.
Please note:
 The Creative IT guarantees response and resolution times for all items listed in this section.
 The Creative IT guarantees uptime only for items with a tick in the Covered for uptime.
These items have been assigned a priority level, from 1 (most important) to 3 (least important). The priority levels
help determine the guaranteed uptime and response and resolution times.

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Service
document. Often,Level Agreement (SLA)
[This table to reflect your own business. Sometimes this information is contained in a separate database or
the Creative IT will include extra details, like hardware serial numbers or software license keys.]
IT Support

Equipment, software and services List

Item type Number of Priority

items
Office server HP ProLiant ML10 1 1
Desktop computers Dell 10 2
OptiPlex 3020
Laptop computers Apple 3 2
MacBook Air
All-in-one printer Xerox 1 3
Workcentre
Tablet computers Apple iPad 3 2
Air
Cloud backup 1TB service 1 1
Internet connection 100Mbps 1 1
fibre service
Accounting software Sage 50 1 2
Accounts Professional
Web hosting Private Cloud 1 1
package

Exclusions
This SLA is written in a spirit of partnership. The Creative IT will always do everything possible to rectify every
issue in a timely manner.
However, there are a few exclusions. This SLA does not apply to:
 Any equipment, software, services or other parts of the IT system not listed above
 Software, equipment or services not purchased via and managed by the Creative IT

Additionally, this SLA does not apply when:

 The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
 The Apex Holdings Ltd. has made unauthorized changes to the configuration or set up of affected equipment,
software or services.
 The Apex Holdings Ltd. has prevented the Creative IT from performing required maintenance and update
tasks.
 The issue has been caused by unsupported equipment, software or other services.

This SLA does not apply in circumstances that could be reasonably said to be beyond the Creative IT’s control. For
instance: floods, war, acts of god and so on.
This SLA also does not apply if the Apex Holdings Ltd. is in breach of its contract with the Creative IT for any reason
(e.g. late payment of fees).
Having said all that, Creative IT aims to be helpful and accommodating at all times, and will do its absolute best
to assist [Apex Holdings Ltd.] wherever possible.

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Service Level Agreement (SLA)
IT Support

Responsibilities
Creative IT responsibilities
The Creative IT will provide and maintain the IT system used by the Apex Holdings Ltd.. The IT support contract
between the Creative IT and the Apex Holdings Ltd. includes full details of these responsibilities.
Additionally, the Creative IT will:
 Ensure relevant software, services and equipment are available to the Apex Holdings Ltd. in line with the
uptime levels listed below.
 Respond to relevant support requests within the timescales listed below.
 Take steps to escalate and resolve issues within the timescales listed below.
 Maintain good communication with the Apex Holdings Ltd. at all times.

Apex Holdings Ltd. responsibilities

The Apex Holdings Ltd. will use the Creative IT-provided IT system as intended.
The IT support contract between the Creative IT and the Apex Holdings Ltd. includes full details of the IT system
and its intended uses.
Additionally, the Apex Holdings Ltd. will:
 Notify the Creative IT of issues or problems in a timely manner.
 Provide the Creative IT with access to equipment, software and services for the purposes of maintenance,
updates and fault prevention.
 Maintain good communication with the Creative IT at all times.

Guaranteed uptime
Uptime levels
In order to enable the Apex Holdings Ltd. to do business effectively, the Creative IT guarantees that certain items
will be available for a certain percentage of time.
These uptime levels apply to items in the Equipment, software and services covered table that show a tick in the
column.
The level of guaranteed uptime depends on Guaranteed
the priority level of each item: Priority level uptime
1 99.9%
2 99.5%
3 99%
Important notes:
 Uptime penalties in any month are capped at 50% of the total monthly fee.

 Uptime measurements exclude periods of routine maintenance. These must be agreed between the Creative
IT and Apex Holdings Ltd. in advance.

Guaranteed response and resolution times

When the Apex Holdings Ltd. raises a support issue with the Creative IT, the Creative IT promises to respond to
the issue and then resolve it in a timely fashion.

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Service Level Agreement (SLA)
IT Support

Response times
The response time measures how long it takes the Creative IT to respond to a support request raised via the
Creative IT’s online support system.

The Creative IT is deemed to have responded when it has replied to the Apex Holdings Ltd.’s initial request. This
may be in the form of an email or telephone call, to either provide a solution or request further information.

Guaranteed response times depend on the priority of the item(s) affected and the severity of the issue. They
are shown in this table: Issue severity (see Severity levels section, below)
Item priority Fatal Severe Medium Minor
1 15 minutes 15 minutes 30 minutes 60 minutes
2 30 minutes 30 minutes 45 minutes 60 minutes
3 60 minutes 60 minutes 75 minutes 90 minutes

Resolution times
The resolution time measures how long it takes the Creative IT to resolve or fix an issue raised via the Creative
IT’s online support system.
Guaranteed resolution times only apply when the highest-priority items are affected by the most serious
issues. In other situations, the Creative IT will make its best effort to resolve the issue as soon as possible.
Issue severity (see Severity levels section, below)
Item priority Fatal Severe Medium Minor
1 1 hour 1.5 hours 2 hours Best effort
2 2 hours 4 hours Best effort Best effort
3 4 hours Best effort Best effort Best effort

Measurement and penalties

Response and resolution times are measured using the Creative IT’s support ticketing system, which tracks all
issues from initial reporting to resolution.
It is vital the Apex Holdings Ltd. raises every issue via this system. If an issue is not raised in this way, the
guaranteed response and resolution times do not apply to that issue.
If the Creative IT fails to meet a guaranteed response or resolution time, a penalty will be applied in the form of
a credit for the Apex Holdings Ltd..
This means the following month’s fee payable by the Apex Holdings Ltd. will be reduced on a sliding scale.

The level of penalty will be calculated depending on the number Penalty per hour (Pro-rated to nearest
of hours by which the Creative IT missed the response or minute)
resolution time, minus the downtime permitted by the SLA:
Priority level
1 5% of total monthly fee
2 2% of total monthly fee
3 1% of total monthly fee

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IT Support

Right of termination
The Creative IT recognizes that it provides services that are critical to the Apex Holdings Ltd.’s business.
If the Creative IT consistently fails to meet the service levels described in this document, the Apex Holdings Ltd.
may terminate its entire contract with the Creative IT, with no penalty.
This right is available to the Apex Holdings Ltd. if the Creative IT fails to meet these service levels more than five
times in any single calendar month.

Signatures
This service level agreement is agreed as part of the IT support contract between [Apex Holdings Ltd. name] and
Creative IT Ltd.:

Signed on behalf of the Apex Holdings Ltd.:

Signed on behalf of the Creative IT:

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