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SERVICE LEVEL AGREEMENT FOR

PERFECT PINCODE PROPERTY SERVICES


BY <IT COMPANY>

1 APPROVERS
Approver Name:
Approver Designation:
Approved Date:
2 AGREEMENT TERMINATION DATE
Approver:
Approver Designation:
Termination Date:
3 PRIMARY STAKEHOLDERS OF THE PROJECT
<All stake holders of the contract>
4 PROJECT DESCRIPTION
<Brief description of the project>
5 SERVICE ENVIRONMENT
5.1 USERS AND ACCESS
<NO. OF EXPECTED USERS, NO. OF REGISTERED USERS>
5.2 TECHNOLOGY AND TOOLS USED
6 PERIODIC REVIEW
This Agreement is valid from the Effective Date outlined herein and is valid until the Date of
Termination. This Agreement should be reviewed at a minimum once per 6 months; however, in lieu of
a review during any period specified, the current Agreement will remain in effect.
The 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.
Document Owner: [IT team owning this document]
Review Period: [Review Period] e.g. Annually or Quarterly
Previous Review Date: [Last or Previous Review Date]
Next Review Date: [Next Review Date]
7 SERVICE AGREEMENT
The following detailed service parameters are the responsibility of the IT organization in the ongoing
support of this Agreement.
7.1 SERVICE SCOPE
The following Services are covered by this Agreement:
1. Software licensing & patching
2. Minor software upgrades
3. Application server backup and recovery
4. Application Maintenance Support
7.2 BUSINESS REQUIREMENTS
<Outline them and mention that detailed requirements are documented in BR document>
7.3 SERVICE ASSUMPTIONS
<Any assumptions in SLA.>
7.4 SERVICE MEASUREMENTS
The following measurements will be established and maintained by the IT organization to ensure
optimal service provision to the business unit:
Measurement Definition Performance Target
Application
Availability
Percentage of time Application is available outside
of maintenance window.
95% availability.
Client Response
Time
Client response time for Application for a sample of
transactions executed in less than 10 seconds.
90% of specified
transactions in 30 seconds
or less.
# of Unscheduled
Outages
Number of outages during the Core Availability
Time
# of Unscheduled Outages

7.5 SERVICE LEVEL REPORTING
The IT organization will supply the business unit with the following reports on the intervals indicated:
Report Name Interval Recipient Responsible
Application Availability Report Monthly Business Unit IT organization
Client Response Time Report Monthly Business Unit IT organization
Application Incident Report Monthly Business Unit IT organization

7.6 SERVICE REQUESTS
In support of services outlined in this Agreement, the IT organization will respond to service related
incidents and/or requests submitted by the business unit within the following time frames:
One (1) hour (during business hours) for issues classified as Critical.
Two (2) hours (during business hours) for issues classified as High priority.
Four (4) hours (during business hours) for issues classified as Medium priority.
Eight (8) hours (during business hours) for issues classified as Low priority.
Twenty Four (24) hours (during business hours) for a general service Request.
7.7 SERVICE MAINTENANCE
Maintenance is support Timings:
8:00 A.M. to 8:00 P.M. IST
Monday - Saturday, 365 days per year
7.8 SERVICE EXCEPTIONS
Any deviations from current policies, processes and standards are noted by the following Service
Exceptions
8 PROJECT PLAN AND MILESTONES
The following depicts project plan and milestones:
No. Milestone Owner Duration (Weeks)
1 Proposal Acceptance Customer
2 Design and Development IT Company
3 Deployment and Testing IT Company
4 User Training IT Company

The IT Company is expected to supply weekly development reports to the business unit
9 PAYMENT PLAN AND MILESTONES
50% on proposal acceptance.
50% after deployment and UAT
10 PROJECT COSTING
<Details of project costing>