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    SLA Guidelines

    Uploaded by

    Uday Uddanti
    This document outlines a service level agreement between Perfect Pincode Property Services and an IT company for a project. It details stakeholders, service scope, measurements, reporting requirements, and response times to priority incidents and requests. The agreement is valid for an unspecified period, to be reviewed at minimum every 6 months, and covers software licensing, maintenance, backups and application support. Payments will be made at 50% on proposal acceptance and 50% after deployment and user acceptance testing is complete.

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    SLA Guidelines

    Uploaded by

    Uday Uddanti
    100 views4 pages
    This document outlines a service level agreement between Perfect Pincode Property Services and an IT company for a project. It details stakeholders, service scope, measurements, reporting requirements, and response times to priority incidents and requests. The agreement is valid for an unspecified period, to be reviewed at minimum every 6 months, and covers software licensing, maintenance, backups and application support. Payments will be made at 50% on proposal acceptance and 50% after deployment and user acceptance testing is complete.

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    SLA guidelines

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    This document outlines a service level agreement between Perfect Pincode Property Services and an IT company for a project. It details stakeholders, service scope, measurements, reporting requirements, and response times to priority incidents and requests. The agreement is valid for an unspecified period, to be reviewed at minimum every 6 months, and covers software licensing, maintenance, backups and application support. Payments will be made at 50% on proposal acceptance and 50% after deployment and user acceptance testing is complete.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    100 views4 pages

    SLA Guidelines

    Uploaded by

    Uday Uddanti
    This document outlines a service level agreement between Perfect Pincode Property Services and an IT company for a project. It details stakeholders, service scope, measurements, reporting requirements, and response times to priority incidents and requests. The agreement is valid for an unspecified period, to be reviewed at minimum every 6 months, and covers software licensing, maintenance, backups and application support. Payments will be made at 50% on proposal acceptance and 50% after deployment and user acceptance testing is complete.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    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>

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