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It establishes agreement validity, governance through a document owner and periodic review, and shared understanding of covered IT service parameters. The SLA sets goals, objectives, roles and responsibilities, and describes service scope including telephone and email support, remote assistance, onsite support, and monthly system health checks. It also specifies customer requirements for support payments and representative availability, plus service provider duties for response times and maintenance notifications.","Service Level Agreement (SLA) for Customer by  \nCompany name  \nEffective Date: 10-08-2010  \n\n| Document Owner: | Company name |\n| --- | --- |\n\nVersion  \n\n| Version | Date | Description | Author |\n| --- | --- | --- | --- |\n| 1.0 | 10-08-2010 | Service Level Agreement | Bob Smith |\n| 1.1 | 15-08-2010 | Service Level Agreement Revised | Dave Jones |\n|  |  |  |  |\n\nApproval  \n(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)  \n\n| Approvers | Role | Signed | Approval Date |\n| --- | --- | --- | --- |\n| Company name | Service Provider |  | 14-08-2010 |\n| Customer | Customer |  | 14-08-2010 |\n\nTable of Contents  \n1. Agreement Overview .............................................................................................................. 3  \n2. Goals & Objectives ................................................................................................................. 3  \n3. Stakeholders ............................................................................................................................ 3  \n4. Periodic Review ...................................................................................................................... 4  \n5. Service Agreement .................................................................................................................. 4  \n5.1. Service Scope .................................................................................................................. 4  \n5.2. Customer Requirements .................................................................................................. 5  \n5.3. Service Provider Requirements....................................................................................... 5  \n5.4. Service Assumptions....................................................................................................... 5  \n6. Service Management............................................................................................................... 6  \n6.1. Service Availability ........................................................................................................ 6  \n6.2. Service Requests ............................................................................................................. 6  \n1. Agreement Overview  \nThis Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Company name. and Customer for the provisioning of IT services required to support and sustain the Product or service.  \nThis Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.  \nThis Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.  \n2. Goals & Objectives  \nThe purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s) .  \nThe goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s) .  \nThe objectives ofthis Agreement are to:  \n􀁸 Provide clear reference to service ownership, accountability, roles and/or responsibilities.  \n􀁸 Present a clear, concise and measurable description of service provision to the customer.  \n􀁸 Match perceptions of expected service provision with actual service support & delivery.  \n3. Stakeholders  \nThe following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:  \nIT Service Provider(s): Company name. (“Provider”)  \nIT Customer(s): Customer (“Customer”)  \n4. Periodic Review  \nThis 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 fisca","cbCaimmHMU1VpjBR","https://ap.wps.com/l/cbCaimmHMU1VpjBR","pdf",431813,7,6,"English","en",105,"# Agreement Overview\n# Goals & Objectives\n# Stakeholders\n# Periodic Review\n# Service Agreement\n## Service Scope\n## Customer Requirements\n## Service Provider Requirements\n## Service Assumptions\n# Service Management","[{\"question\":\"What is the purpose and scope of this Service Level Agreement?\",\"answer\":\"The agreement ensures proper commitments are in place for consistent IT service support and delivery. It outlines parameters of the IT services covered by the primary stakeholders.\"},{\"question\":\"How long is the agreement valid and how is it reviewed?\",\"answer\":\"The agreement is valid from the Effective Date and remains in effect until superseded or reviewed. 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It outlines parameters of the IT services covered by the primary stakeholders.","Answer",{"name":128,"@type":123,"acceptedAnswer":129},"How long is the agreement valid and how is it reviewed?",{"text":130,"@type":126},"The agreement is valid from the Effective Date and remains in effect until superseded or reviewed. It should be reviewed at least once per fiscal year, with a defined bi-yearly review period (6 months) and next review date.",{"name":132,"@type":123,"acceptedAnswer":133},"What services are included under the service scope?",{"text":134,"@type":126},"The scope includes manned telephone support, monitored email support, remote assistance via Remote Desktop and VPN where available, planned or emergency onsite assistance (extra costs apply), and monthly system health checks.","https://schema.org",{"og:url":96,"og:type":137,"og:title":59,"og:site_name":108,"og:description":60},"article",{"robots":139,"canonical":96},"index,follow",{"doc_id":55,"site_id":70}]