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1.0 <date of Service Level Agreement < Author Name >
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1. Agreement Overview 3

2. Goals & Objectives 3

3. Stakeholders 3

4. Periodic Review 4

5. Service Agreement 4

5.1. Service Scope 4

5.2. Customer Requirements 5

5.3. Service Provider Requirements 5

5.4 Service Assumptions 5

6. Service management6

6.1 Service Availability 6

6.2 Service Requests 6


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This Agreement represents a Service Level Agreement (³SLA´ or

³Agreement´) between <Your Company Name > and Client Name for the
provisioning of IT services required to develop & maintenance the application
including support and sustain the < Project Name > of < Customer Name >.

This Agreement remains valid until superseded by a revised agreement

mutually endorsed by the stakeholders . This Agreement outlines the
parameters of all IT services covered as they are mutually understood by the
primary stakeholders. This Agreement does not supersede current processes
and procedures unless explicitly stated herein.

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The 
of this Agreement is to ensure that the proper elements and
commitments are in place to provide consistent project development and
delivery to the Customer(s) by the Service Provider(s). The  of this
Agreement is to obtain mutual agreement for software development provision
between the Service Provider(s) and Client(s).

The "&

 of this Agreement are to:

p? Provide clear reference to service ownership, accountability, roles

and/or responsibilities.
p? Present a clear, concise and measurable description of service
provision to the customer.
p? üatch perceptions of expected service provision with actual service
support & delivery.

 
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The following Service Provider(s) and Customer(s) will be used as the basis
of the Agreement and represent the 
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 associated with
this SLA:


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 ? ? ?  Client (³Customer´)

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This Agreement is valid from the ##

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until further notice. This Agreement should be reviewed at a minimum once
per fiscal year; however, in lieu of a review during any period specified, the
current Agreement will remain in effect.

The +
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 (³Document Owner´) is responsible

for facilitating 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 Document Owner will incorporate all subsequent revisions and obtain
mutual agreements / approvals as required.

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The following detailed service parameters are the responsibility of the Service
Provider in the ongoing process of this Agreement.
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The following Services are covered by this Agreement; 
? üanned telephone support
? üonitored email support
? Remote assistance using Remote Desktop and a Virtual Private
Network where available
? Planned or Emergency Onsite assistance (extra costs apply)
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 responsibilities and/or requirements in support of this
Agreement include: 
p? Payment for all development and maintenance costs at the agreed
interval
p? Reasonable availability of customer representative(s) when
resolving a service related incident or request

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 responsibilities and/or requirements in support of this
Agreement include: 
p? üeeting response times associated with service related incidents.
p? Appropriate notification to Customer for all scheduled maintenance.
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Assumptions related to in-scope services and/or components include:
p? Changes to services will be communicated and documented to all
stakeholders.

 
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Effective support of in-scope services is a result of maintaining consistent

service levels. The following sections provide relevant details on service
availability, monitoring of in -scope services and related components.

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Coverage parameters specific to the service(s) (during development /
testing / deployment) covered in this Agreement are as follows:

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? : Time , üonday ± Friday

Calls received out of office hours will be forwarded to a mobile
phone and best efforts will be made to do the necessary action
to be taken.
p? 
?: üonitored From A.ü. to P.ü. üonday ± Friday
Emails received outside of office hours will be collected, however
no action can be guaranteed until the next working day
p? 
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guaranteed within 72 hours during the business
week
p? 
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In the list of services outlined in this Agreement, the Service Provider will
respond to service related incidents and/or requests submitted by the
Customer within the following time frames:
p? 0-8 hours (during business hours) for issues classified as  
priority.
p? 6ithin 48 (or fixed the time duration here) hours for issues
classified as ,

priority.
p? 6ithin 5 working days for issues classified as  priority.

 
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