Ejemplo De Sla

Sample Service Level Agreement


|Sample Service Level Agreement |
|for |
|Supply of ICT Product or Support Services|
|between |
|Agency Name |
|and|
|Company Name |

Contents

1. Service Level Agreement 9
1.1 STATEMENT OF INTENT 9
1.2 Objectives of Service Level Agreements 9
1.3 Period of Agreement9
1.4 Review Procedure 9
1.5 Representatives 9
1.6 Reference Documents 9
1.7 Service Level Monitoring 9
1.8 Complaints 9
Agency Name Responsibilities 9
2.1 FUNCTIONAL OVERVIEW 9
2.2 Hours of Operation 9
2.3 Response Times 9
2.4 Priority Level Response Times 9
2.5 Support Available 9
3. Company Name Responsibilities 9
3.1 FUNCTIONAL OVERVIEW 9
3.2 Hours of Operation 9
3.3 ResponseTimes 9
3.4 Service Level Targets 9
4. Supported Products/ Applications/Systems 9
4.1 HARDWARE SUPPORT SERVICES 9
4.2 Software Support Services 9
4.3 Training Services 9




1. Service Level Agreement

1.1 Statement of Intent
The aim of this agreement is to provide a basis for close co-operation between Agency Name and Company Name, for support services to be provided by Company Nameto Agency Name, thereby ensuring a timely and efficient support service is available to Agency Name end users. The objectives of this agreement are detailed in Section 1.2.
This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

1.2 Objectives of ServiceLevel Agreements
1. To create an environment which is conducive to a co-operative relationship between Company Name and Agency Name to ensure the effective support of end users
2. To document the responsibilities of all parties taking part in the Agreement
3. To ensure that Agency Name achieves the provision of a high quality of service for end users with the full support of Company Name.
4. Todefine the commencement of the agreement, its initial term and the provision for reviews
5. To define in detail the service to be delivered by Company Name and the level of service which can be expected by Agency Name, thereby reducing the risk of misunderstandings
6. To detail via a question list, information Company Name requires Agency Name to extract from end users prior to Company Nameinvolvement
7. To institute a formal system of objective service level monitoring ensuring that reviews of the agreement are based on factual data
8. To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels
9. To provide for all parties to the Service Level Agreement a single, easily referenced document which catersfor all objectives as listed above

1.3 Period of Agreement
This agreement will commence on the date specified in the Official Order following the acceptance by both parties and will continue until terminated.

1.4 Review Procedure
This agreement will be reviewed on Date X, or at a mutually agreed date, by Agency Name and Company Name. The review will cover services provided, service...