Example of Service Level Agreement Temple

Service Level Agreement (SLA)

Between agency (1) and agency (2)
Effective Date: xx/xx/xx

Document Owner: agency (1)

Version

Version Date Description Author

1.0 xx/xx/xx Service Level Agreement Xxx
1.1 xx/xx/xx Service Level Agreement Revised Xxx
Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement)
Approvers Role Signed Approval Date
agency (1) Service Provider xx/xx/xx
agency (2) Customer xx/xx/xx
Table of Contents
1. Agreement Overview..........................................................................................................................2
2. Objective & Goals..............................................................................................................................2
3. Stakeholders........................................................................................................................................2
4. Periodic Review..................................................................................................................................2
5. Service Agreement..............................................................................................................................3
5.1. Service Scope..............................................................................................................................3
5.2. Customer Requirements...............................................................................................................3
5.3. Service Provider Requirements....................................................................................................3
5.4. Service Assumptions....................................................................................................................3

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6. Service Management...........................................................................................................................3
6.1. Service Availability.....................................................................................................................3
6.2. Service Requests..........................................................................................................................3

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Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between agency (1) and agency (2) for the provisioning of
information exchange required to support and sustain the product or service. This Agreement remains valid until superseded by a revised agreement
mutually endorsed by the stakeholders. This Agreement outlines the parameters of all services covered as they are mutually understood by the
stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
1. Objective & Goals
The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent delivery of information to
agency (2) by agency (1).
The goals of this Agreement are to:
 Provide clear reference to service ownership, accountability, roles and/or responsibilities.
 Present a clear, concise and measurable description of service provision to the customer.
 Match perceptions of expected service provision with actual service support & delivery.
2. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the stakeholders associated with this
SLA:
 Service Provider(s): agency (1) (“Provider”)
 Customer(s): agency (2) (“Customer”)
3. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum
once per year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating 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 Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
 Business Relationship Manager: agency (1)

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  Review Period: Yearly (12 months)
 Previous Review Date: xx/xx/xx
 Next Review Date: xx/xx/xx
4. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
4.1. Service Scope
The following Services are covered by this Agreement;
 XXX
 XXX
4.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
 Payment for all support costs at the agreed interval.
 Reasonable availability of customer representative(s) when resolving a service related incident or request.
4.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
 Meeting response times associated with service related incidents.
 Appropriate notification to Customer for all scheduled maintenance.
4.4. Service Assumptions
Assumptions related to in-scope services and/or components include:
 Changes to services will be communicated and documented to all stakeholders.
5. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service
availability, monitoring of in-scope services and related components.

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 5.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
 Telephone support : XXX
 Email support: XXX
5.2. 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
Customer within the following time frames:
 0-8 hours (during business hours) for issues classified as High priority.
 Within 48 hours for issues classified as Medium priority.
 Within 5 working days for issues classified as Low priority.

Task1. Prepare SLA of XY Company using Microsoft Word.

Time Allotted: - 0:35 hrs
Instruction: - Under this task you assume as an ICT Solution provider PLC who wins the bid and expected to prepare SLA
of XY Company using Microsoft Word. (Hint: - Use the following points to prepare the SLA)
 Objective of the Service
 Service provider’s responsibilities:
 Customer responsibilities:
 Service Measurement
 Modification and review of the agreement:

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Service Level Agreement (SLA)

SLA between Service provider and Customer

Effective Date: 08/10/2021.
Service Provider: IT solution plc
Customer: XY Company

Introduction
This Agreement represents a SLA between XY Company and ICT solution provider Plc for the provision of annual maintenance service required to
support and sustain maintenance service for all Pcs. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the
stakeholders. This Agreement outlines the parameters of all services covered as they are mutually understood by the stakeholders. This Agreement does
not supersede current processes and procedures unless explicitly stated herein.

Objective of the Service

The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide a maintenance service for XY Company
by ICT solution provider Plc.
The goals of this Agreement are to:
 Provide clear reference to service ownership, accountability, roles and responsibilities.
 Present a clear, concise and measurable description of service provision to the customer.
 Match perceptions of expected service provision with actual service support & delivery.

Responsibilities
Service provider’s responsibilities:

 Understand the request accepted and identify requirements

 Inform the customer about financial requirements and agree on them.
 Provide maintenance service based on the requirements
 Complete the work on time
 Keep the confidential information of the customer
 Provide technical support & training

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Customer responsibilities:

 Submit clear request to service provider

 Agree on financial requirements
 Follow up the activities
 Check the functionality of maintained equipments
 Attend technical support and training

Service Measurement: Functionality of maintained equipments will be measured on the level of meeting the requirements requested.
Modification and review of the agreement:
This agreement is valid until June 08, 2022
This agreement can cease if the customer and service provider both want to cancel it.
Signature of service provider Signature of Customer
____________________________ ______________________
Date Date

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Task2. Prepare a format that monitors the quality of maintained computer and network.

Time Allotted: - 0:25 hrs

Instruction: - Under this task you assume as a technician of XY Company and invited to monitor the quality of maintained computer and
network so you are expected to prepare a format that helps to monitor using Microsoft Word
Materials and supplies per candidate

No Item description Quantity unit Specification

1 Windows Server 2008 R2 1 DVD 32/64 bit

2 Windows 8.1 1 DVD
3 Windows 7 1 DVD 32/64 bit
4 MS Office 2007 1 CD
5 MS Visio 2007 1 CD
6 Driver Software 1 DVD
7 Broadband Internet connection Good performance
Tools, Instruments & Equipment

No Item description Quantity unit Specification

1 Client Computer 2 Pcs 1GHz Processor

1GBB RAM
80 GB HDD
2 Server Computer 1 Pcs 2GHz Processor
2GB RAM
80 GB HDD

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Note: Materials and tools may be modified by the Assessor, depending on the actual job performed, and location & the standard installation practices of
the country.