Service level agreement (SLA)

(Organisational plan Group 1)

Table of contents
Service Level Agreement......................................................................................................................3
1.1 Version Details.......................................................................................................................3
1.2 Document Change History.....................................................................................................3
1.3 Document Approvals.............................................................................................................3
Agreement Overview............................................................................................................................4
2.1 SLA introduction..........................................................................................................................4
2.2 Purpose........................................................................................................................................4
2.3 Parameters of the contract..........................................................................................................4
Service Agreement................................................................................................................................4
3.1 Degree of seriousness, preference, and ratings...........................................................................5
3.2 Responsibilities............................................................................................................................5
3.2.1 Duties of “SafeRide”:............................................................................................................5
3.2.2 Duties of customer:..............................................................................................................5
Service management............................................................................................................................6
3.6.1 Availability of Services..............................................................................................................6
Appendix...............................................................................................................................................6
Service Level Agreement

1.1 Version Details

The version of this document: 1.0

1.2 Document Change History

Version Date Description
1.0 23/11/2021 – last reviewed It is a commitment between
date a service provider and
customer.
2.0 23/11/2022 – next This is an improved version
scheduled review of the previous agreement.
It will be checked a year
later, and all shortcomings
will be corrected.

1.3 Document Approvals

Name Role Signature Date
Mariia Ryndya Owner(director) 23/11/2021

Paolo Essing Owner(director) 23/11/2021

Hanh Nguyen Owner(director) 23/11/2021

Agreement Overview

2.1 SLA introduction

This is a Service Level Agreement (SLA) between our company, "SafeRide," and our
customer. Between November 23rd, 2021, to November 23rd, 2022, this paper defines
the services required and the expected level of service.
2.2 Purpose
The aim of this SLA is to describe the “SafeRide” service's requirements, as defined
herein, in terms of:
- Requirements for the provisioning of a “SafeRide” service to clients
- Service goals that have been agreed upon
- SafeRide’s functions and obligations
- SLA contract's period, scope, and renewal
- Supporting processes, as well as limits, exclusions, and variations
2.3 Parameters of the contract
1. The consumer must request contract renewal at least 20 days before the
agreement's expiration date.
2. Both signature parties must agree to any changes, alterations, extensions, or
early termination of this Service Level Agreement.
3. For early termination of this SLA, the customer requires a minimum of 40
days' notice.
4. If the former owner wishes to transfer the authority to sign future contracts to
“SafeRide” for any reason, he or she must do so in writing.

Service Agreement
In this part of SLA there are several components as follows:
 Degree of seriousness, preference, and ratings
 Exceptions and restrictions
 Obligations and replies
  Service Management

3.1 Degree of seriousness, preference, and ratings

Degree of seriousness Explanation Reaction
1.Breakdown Company’s server down Instant
2.Crucial There's a good chance your Within 5 minutes
server will go down.
3.Urgent Influence on the final Within 15 minutes
consumer
4.Significant If not handled, there is a risk Within 30 minutes
of performance
degradation.
5.Supervise The problem was Within 1 working day
addressed, but it could have
a long-term consequence.
6.Informative Requesting information Within 2 working days

3.2 Responsibilities
3.2.1 Duties of “SafeRide”:
1. "SafeRide" will notify customers of any scheduled or unscheduled service outages
that are required for maintenance, troubleshooting, disruptions, or other reasons.
2. Unless third-party suppliers are used, "SafeRide" will operate as the principal
support provider for the services listed herein, in which case they will assume
necessary service support obligations.
3. In case of any problems and(or) errors, “SafeRide” assumes full responsibility for
that.

3.2.2 Duties of customer:

1. Customer must supply all essential information and assistance in order for the
"SafeRide" to achieve the performance standards defined in this document.
2. Customers must notify "SafeRide" of any changes in their business needs that may
warrant a review, modification, or amendment of the SLA.

Service management
3.6.1 Availability of Services
- Website support: 8 a.m. to 8 p.m. (Mon. – Sat.)
- Phone support: 24hour per day (seven days a week) as stated in section 3.1 of this
agreement
- E-mail support: 24hour per day (seven days a week) as stated in section 3.1 of this
agreement
- Face-to-face meetings: 9 a.m. to 6 p.m. (Mon.-Fri.)

Appendix
Source of information: https://www.bmc.com/blogs/sla-template-examples/