Sla
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Relate to Clients on a Business Level Service Level Agreement (SLA) Template This template provides a format for a Service Level Agreement (SLA) between a Service Provider and one or more DIGITAL MEDIA Clients requiring DIGITAL MEDIA services. The purpose of this document is to ensure that resources are in place to provide consistent service support and delivery to the Client by the Service Provider.
Instructions 1. Save this template under a new name before making revisions 2. Review & complete all relevant sections in this template 3. Replace or remove all colored text from the final draft of this document - Replace all text in blue (required) - Remove all text in orange (instructional) - Replace or remove all text in green (examples) 4. Reformat all final text to black 5. Remove the information above before saving final revisions 6. Stakeholders are representatives from the Service Provider and the Client
Service Level Agreement (SLA) for Century 22 International Realestate by Stephane Bouclier Effective Date: [12 Jun 2007]
Company Name: Client Relationship Manager:
Digital Touch Stephane Bouclier
1. Agreement Overview This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Digital Touch and Century22 for the provisioning of DIGITAL MEDIA services required to support and sustain the videos. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Meg Eddy Paul Michael
Contact Information [email protected] [email protected] [email protected] [email protected]
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: Stephane Bouclier Review Period: Quarterly Previous Review Date: Monday 2nd May 2007 Next Review Date: Monday 2nd August 2007
3.Service Agreement The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.
2
2.1. Service Scope The following Services are covered by this Agreement; Reference No. 3021 1910 2021 7854
Service Production of videos Video Editing Uploading and streaming of videos Maintenance of videos
2.2. Client Requirements Client responsibilities and/or requirements in support of this Agreement include: List videos to be produced a week Provide details of the videos to be produced
2.3. Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include:
Uploading of videos Maintenace and updates of videos.
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 Uploading Maintenance
Definition Performance Target Upload videos to be watchable Done perfectly online Maintenance videos Very Important
2.5. Service Level Reporting The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Uploading Maintenance
Interval Weekly Weekly
3
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 Updates Within the 2 days Maintenance Within the 2 days
2.7. Service Exceptions Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Video Production Maintenance
Ref# 157913 155661
Exception(s) 2 days 2 days
4
Instructions 1. Save this template under a new name before making revisions 2. Review & complete all relevant sections in this template 3. Replace or remove all colored text from the final draft of this document - Replace all text in blue (required) - Remove all text in orange (instructional) - Replace or remove all text in green (examples) 4. Reformat all final text to black 5. Remove the information above before saving final revisions 6. Stakeholders are representatives from the Service Provider and the Client
Service Level Agreement (SLA) for Century 22 International Realestate by Stephane Bouclier Effective Date: [12 Jun 2007]
Company Name: Client Relationship Manager:
Digital Touch Stephane Bouclier
1. Agreement Overview This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Digital Touch and Century22 for the provisioning of DIGITAL MEDIA services required to support and sustain the videos. 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 Meg Eddy Paul Michael
Contact Information [email protected] [email protected] [email protected] [email protected]
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: Stephane Bouclier Review Period: Quarterly Previous Review Date: Monday 2nd May 2007 Next Review Date: Monday 2nd August 2007
3.Service Agreement The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.
2
2.1. Service Scope The following Services are covered by this Agreement; Reference No. 3021 1910 2021 7854
Service Production of videos Video Editing Uploading and streaming of videos Maintenance of videos
2.2. Client Requirements Client responsibilities and/or requirements in support of this Agreement include: List videos to be produced a week Provide details of the videos to be produced
2.3. Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include:
Uploading of videos Maintenace and updates of videos.
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 Uploading Maintenance
Definition Performance Target Upload videos to be watchable Done perfectly online Maintenance videos Very Important
2.5. Service Level Reporting The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Uploading Maintenance
Interval Weekly Weekly
3
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 Updates Within the 2 days Maintenance Within the 2 days
2.7. Service Exceptions Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Video Production Maintenance
Ref# 157913 155661
Exception(s) 2 days 2 days
4
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