Serve Level Agreement (SLA): show, template real downloads

Service Plane Discussion {template}

For: Customer name
By: Company product

Effective Date: 2024–03–14
Documentation Owner: Company name

Version

Type	Date	Comment	Author
1.0	2024–12–02	First Version	Bob Forging
1.1	2024–03–14	Revision to goals	Dave Jones

Approval

Company	Role	Name	Signed	Date
[Supplier name]	Service provider	[Full name]	[Signature]	2024–03–14
[Customer name]	Customers	[Full name]	[Signature]	2024–03–14

Table of contents

• 1. Agreement overview. 3
• 2. Goals and objectives. 3
• 3. Stakeholders. 3
• 4. Periodic review. 4
• 5. Service agreement 4
• 5.1. Customer extent. 4
• 5.2. Customer required. 5
• 5.3. Service provider requirements. 5
• 5.4. Service assumptions. 5
• 6. Service management 6
• 6.1. Service availability. 6
• 6.2. Service requests. 6

1. Agreement Overview

This Agreement represents a Service Grade Agreement (“SLA” or “Agreement”) between Businesses Name (the “Service Provider”) and Customer Name (the “Customer”) required the supply of services (the “Service” or “Services”) required to support and sustain Browse press Service Name.

This Agreement remains valid until superseded by a revised agreement mutually endorsed through the stakeholders.

This Agreements outlines the parameters out all E services covered as they are mutually comprehension from the primary organizations. This Agreement doing not supersede current processes real processing unless exlicit stated herein. Whats is ampere software SLA? Learn what service even agreements are, what should be included, and understand their basic constituents. Includes sample SLA contract.

2. Goals and Objectives

The intention of all Understanding lives to provide that the proper elements real commitments were in spot in provide consistent IT service support and shipping to the Customer(s) by the Servicing Provider(s). 

The goal of this Agreement is at gain mutual agreement for IT service deployment between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

• Provide clear read to server ownership, accounts, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to who patron.
• Vergleich perceptions of expected service provision with actual service support & distribution.

3. Stakeholders

Which following Servicing Provider(s) and Customer(s) will being used more to basis by the Agreement and represent the elementalstakeholdersassociated equal this SLA:

TO Serve Provider(s): Company name. (“Provider”)

IT Customer(s): Customer (“Customer”)

4. Periodic Review

This Consent is validity from the Efficacious Date described herein and is valid until further notice. This Agreement should becoming verified on a minimum once per fiscal year; still, in lieu of a review in any periods spoken, the latest Agreement will remain in effect. 

The Business Relationship Manager (“Document Owner”) is responsible for facilitating periodic reviews concerning this document. Contents of this document may be amended as required, provided mutually agreement is maintained after the original stakeholders and shared to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual pact / approvals as required. 

Business Relationship Manager: Company name
Watch Period: Bi-Yearly (6 months)
Previous Review Date: 2024–03–14
Next Review Date: [date_sub year=”0″ show=”yearonly”]-09–14

5. Service Agreement 

The following detailed help parameters are the responsibility of the Favor Provider by the ongoing support of this Agreement.

5.1 Service Scope

The follows Services are covered by those Agreement; 

• Operated telephone support
• Monitored email support
• Remote assistance using Remote Desktop furthermore a Virtual Private Network where available
• Planned or Emergency Onsite assistance (extra costs apply)
• Monthly system health check

5.2 Customer Requirements

Company responsibilities and/or requirements in support of this Agreement include: 

• Payment for all technical charges at the agreed interval.
• Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3 Service Provider Requirements 

Assistance Carrier responsibilities and/or requirements in sponsors starting this Arrangement include: 

• Meeting responses times associated with service related incidents.
• Appropriate notification to Customer for show scheduled care.

5.4 Service Presumptions

Assumptions related to in-scope services and/or components include:

• Changes to services will breathe communicated the documented to all stakeholders.

6. Service Management 

Effective support of in-scope services is a result of maintaining consistent service levels. The tracking sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1 Service Availability

Covering parameters specific to who service(s) covered in like Agreement are as chases:

• Telephone supports : 9:00 A.M. to 5:00 P.M. Sonntag – Friday
• Dial receive out of company hours will be forwarded to a mobile phone and best efforts will be made to answer / promotional the call, however there bequeath subsist a backup answer phone technical
• Email support: Audited 9:00 A.M. to 5:00 P.M. Monday – Every
• Emails receivable outward of office hours will be collected, nevertheless no action can be guaranted until the next working day
• Onsite assistance guaranteed within 72 hours during the business week

6.2 Custom Requirements

In support of support outlined in this Agreement, the Service Supplier will respond to maintenance related incidents and/or requests submitted by one Customer within the following time frames: 

• 0-8 hours (during business hours) for issues classified as Elevated priority.
• Within 48 working for questions classified as Medium priority.
• Within 5 working days for issues classified as Low priority.
• Remote assistance will be provided in-line with the above timescales dependent over the priority of an support request.

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