Relate to Clients on a Business Level Service Level Agreement (SLA) Template This This templat templatee provid provides es a format format for a Servic Servicee Level Level Agreement Agreement (SLA) (SLA) betwee between n a Servic Servicee 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. Provider.
Service Level Agreement (SLA) For No:1 Real Estate By Paul Ioakimidis Effective Date: 18/6/07
Company Name: Client Relationship Manager:
Paul Ioakimidis-industries Ioakimidis-industries Paul Ioakimidis
1. Agreem Agreement ent Overvi Overview ew This Agreement Agreement represents represents a Service Service Level Agreement Agreement (“SLA” (“SLA” or “Agreement”) “Agreement”) between Paul Ioakimidis Industries and No.1 Real Estate for the provisioning of DIGITAL MEDIA services required to support supp ort and sustain the Marketing Video. Video. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 DIGITAL MEDIA services 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 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 Imran Teo Eddy Tang Paul Flynn Meg Wi Wiseman
Contact Information
[email protected] [email protected] [email protected] [email protected]
2. Peri Periodi odicc Revie Review w This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Client Client Relati Relations onship hip Manager Manager is respons responsibl iblee for regula regularr review reviewss of this this documen document. t. 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 Relat Relatio ions nshi hip p Manag Manager er will will incor incorpo pora rate te all subs subseq equen uentt revis revisio ions ns and and obta obtain in mutu mutual al agreements / approvals as required. Client Relationship Manager: Paul Ioakimidis Review Period: Quarterly Previous Review Date: 12th May 2007 Next Review Date: 12th September 2007
3. Service Agreement Agreement The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.
2.1. Service Scope The following Services are covered by b y this Agreement; Reference No. 3256 2589 2145 9658
Service Creation and production of video material Video editing Uploading of videos Maintenance of videos
2
2.2.
Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: Provide the the prop proper er docu docume ment ntat atio ion n so that that the the vide videos os can can be prod produc uced ed prop proper erly ly and and professionally.
2.3. Service Provider Requirements Service Service Provider Provider responsibil responsibilities ities and/or requirement requirementss in support support of this Agreement Agreement include: Uploading the provided material and consistently updating the estimated (5) Digital Marketing Videos to the client 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
2.5.
Definition Uploading process/Quality reviews Maintaining Video so it is watch able online
Performance Target High priority and done to achieve good quality Video Must be attended to, updated regularly.
Service Level Reporting
The Service Provider will supply the Client Client with the following following reports on the intervals indicated: Report Name Uploading Maintenance
2.6.
Interval Weekly Daily
Service Requests
In support of services services outlined in this Agreement, Agreement, the Service Service Provider Provider will respond respond to service related incidents and/or requests submitted by the Client within the following time frames: Service Response Time Updates 1-2 Days Maintenance 1-2 Days
3
2.7. Service Exceptions Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Video Maintenance
Ref# 3698 3697
Exception(s) 2 days 2 days
4