Draft Service Level Agreement

Table of Contents
1

Draft Service Level Agreement .............................................................................................. 1
1.1

Introduction .................................................................................................................. 1

1.1.1

Purpose and Objectives......................................................................................... 1

1.1.2

Agreement Parts ................................................................................................... 1

1.1.3

Date of Home ........................................................................................................ 1

1.1.4

Duration of Agreement......................................................................................... 1

1.1.5

Definitions ............................................................................................................. 1

1.2

Periods Reviews ............................................................................................................ 2

1.3

Description ofService.................................................................................................... 2

1.4

Responsibilities of TLP Ltd ............................................................................................. 3

1.5

Responsibilities of Deng Industries ............................................................................... 3

1.6

Service Administration.................................................................................................. 4

1.6.1

Availability of Service ............................................................................................ 4

1.6.2

Availability Constraints .......................................................................................... 4

1.7

Maintenance System .....................................................................................................4

1.7.1

Service Requirements............................................................................................ 4

1.7.2

Delivering Documentation .................................................................................... 5

1.7.3

Penalties / Bonus Service Level ............................................................................. 6

1.8
1.9Termination ................................................................................................................... 7

1.10
2

Support or Supporting Documentation. ....................................................................... 6

Adoption Agreement..................................................................................................... 7

Memorandum of ServiceLevel Agreement .......................................................................... 8
2.1

Introduction .................................................................................................................. 8

2.2

Service Level Agreement ............................................................................................... 8

2.3

Conclusion................................................................................................................... 10

2.4

References ................................................................................................................... 11

1

Draft Service Level Agreement

1 Draft Service Level Agreement
1.1 Introduction
This Service Level Agreement (SLA) sets expectations TLP Ltd. tothe company providing the
service Deng Industries, to manufacture 'Thermal Lining Products'.
The SLA helps define the relationship between the two parties, and serves as the foundation
for the company to establish and maintain Deng Industries commitment TLP Ltd. The SLA
contains the key areas for the performance of services provided.
1.1.1

Purpose and Objectives

This agreement outlines...