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Contract

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Contract

SERVICE LEVEL AGREEMENT ON

?SERVICE? BETWEEN ?CLIENT? AND OUTSOURCER

Author(s):

    SERVICE LEVEL AGREEMENT ON ?SERVICE? BETWEEN ?CLIENT? AND OUTSOURCER

    Author(s) :

    Document date :

    Document version :

    Document reference :

    Date of Contract :

Status :

Released by : Initials: __________

For any questions or remarks on this document, please contact

OUTSOURCER - 2 -

     TABLE OF CONTENTS

    REVISIONS ................................................................................................................. 5 1. DEFINITIONS ..................................................................................................... 7 2. SCOPE ............................................................................................................... 7 3. PARTIES CONCERNED ..................................................................................... 7 4. CONDITIONS ...................................................................................................... 8 5. ASPECTS OF ORGANISATION ......................................................................... 8 5.1. Representation ........................................................................................................................ 8 5.2. Reporting ................................................................................................................................. 8 5.3. Change Management .............................................................................................................. 8 6. GENERAL CONDITIONS ................................................................................... 9 6.1. Property ................................................................................................................................... 9 6.2. Secrecy ................................................................................................................................... 9 7. DURATION ......................................................................................................... 9 8. ARBITRATION .................................................................................................... 9 9. AGREEMENT ..................................................................................................... 10 10. INFRA-STRUCTURE ........................................................................................ 11 10.1. Description Of The Infra-Structure .................................................................................... 11 10.2. Objects Under This Agreement ........................................................................................ 11

    10.2.1. Boundaries.................................................................................................................... 11

    10.2.2. Technical Infrastructure ................................................................................................ 11 11. SERVICE DELIVERY MANAGEMENT ............................................................. 12 11.1. First Line Support .............................................................................................................. 12 11.2. Second and/or Third Line Support .................................................................................... 12 12. SERVICE LEVEL PROCEDURES CONCERNING INFRASTRUCTURE ........ 13 12.1. Management Procedures.................................................................................................. 13 12.2. Severity Levels .................................................................................................................. 13 12.3. Delivery of Documentation ................................................................................................ 14 12.4. Responsibilities of OUTSOURCER .................................................................................. 14 12.5. Responsibilities of ?CLIENT? ........................................................................................... 14 SAMPLE APPENDIX ................................................................................................ 16 Introduction and objectives ................................................................................................................ 16 Approach ........................................................................................................................................... 16 Current production process ............................................................................................................... 17 New development- and productionprocess suggested by OUTSOURCER: ..................................... 17 Ordersystem ...................................................................................................................................... 17 Physical Distribution System ............................................................................................................. 18 OUTSOURCER - 3 -

    Cost-price and financial procedures .................................................................................................. 19 WAY OF WORKING .................................................................................................. 20 Generating documents ...................................................................................................................... 20

    Delivery time ...................................................................................................................................... 18INDICATION OF COSTS AND SALESPRICES ........................................................ 21 STANDARD SUPPORTED OPERATING SOFTWARE: ........................................... 23 STANDARD SUPPORTED APPLICATION SOFTWARE: ........................................ 23 CONTACTPERSONS ................................................................................................ 25 DEFINITIONS ............................................................................................................ 27 PERFORMANCE INDICATORS ............................................................................... 29 Response Time Network / Server ..................................................................................................... 29 Problem Processing Control .............................................................................................................. 29 Future Development .......................................................................................................................... 29 Efficiency Improvement ..................................................................................................................... 29 OUTSOURCER - 4 -

REVISIONS

VERSION DATE DESCRIPTION AUTHOR

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1. Definitions

    Definitions, expressions and abbreviations used in this SLA are defined in the Service Framework Agreement (SFA) or explained in Appendix IV (?APPENDIX_IV?) of this SLA.

    2. SCOPE

    OUTSOURCER will render to ?CLIENT?, IT Services, used by ?CLIENT? in LOCATION.

    OUTSOURCER will render these services under the terms and conditions, as defined in this SLA. 3. PARTIES CONCERNED

    Customer

Organisation :

    Location :

    Telephone :

    Address :

    Postal Code :

    City :

Hereafter referred to as customer and in this represented by ?CLIENT_PERS?

    Supplier

Organisation :

    Location :

    Telephone :

    Address :

    Postal Code :

    City :

Hereafter referred to as supplier and in this represented by……

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4. CONDITIONS

    OUTSOURCER will solely accept tasks, given by the persons mentioned in Appendix III

    (?APPENDIX_III?) of this SLA or their formally appointed representatives.

     The supplier will make certain that only employees, for whom this SLA has been agreed upon, will make use of the services rendered.

5. ASPECTS OF ORGANISATION

    5.1. Representation The customer will appoint a representative for the daily activities concerning this Service Level Agreement. This person will act as the contact person for the supplier.

    The customer will remain the formal recipient of reports, sent by the supplier.

    The supplier will appoint a representative for safeguarding the level of the services, agreed upon in this Service Level Agreement.

The customer‟s representative and the supplier‟s representative will, on a three monthly basis, discuss

    the progress and quality of the services rendered. The supplier‟s representative will initiate the meeting and, in interaction with the customer‟s representative, draw up the agenda.

    5.2. Reporting The supplier will report quarterly to the customer concerning the results of the previous quarter. This report will show a survey of the registered data concerning the performance indicators, as agreed upon per (critical) service.

    By this way of working, the customer receives an insight in the achievements of the supplier, so that, when necessary, appropriate action(s) can be undertaken.

    The customer is entitled to an intermediate evaluation of the achievements of the supplier. The customer will initiate the meeting with the representative(s) of the supplier.

    5.3. Change Management In case of changes in and/or updates of principles and/or specifications, as mentioned in this SLA, an OUTSOURCER Change Management procedure will be formalised.

    This will also occur when the criteria change, which the services rendered have to meet.

    The Change Management procedure implies that, with approval of the customer, the changes in specifications / numbers / services or tasks are described and that subsequently will be estimated what the consequences will be for the services rendered. This also applies in case the reality structurally deviates from the mutually agreed demand.

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6. GENERAL CONDITIONS

    6.1. Property

    System & Application software and the hardware concerned, supplied by the supplier to the customer, remain property of the supplier and are an integral part of the services rendered.

    Files, supplied by the customer to the supplier for multiplication, remain together with the result of the

    multiplication property of the customer.

    6.2. Secrecy The customer/supplier agrees that all knowledge, concerning the organisation of the

    supplier/customer, coming forth from the activities based on this Service Level Agreement and by which, by making public, the supplier/customer may suffer damage, will in no way be made available to any third party.

    7. DURATION

    This SLA has a duration of xx. Service Levels, pricing and number of resources may be negotiated quarterly each year.

    This agreement will, following the initially agreed period (ending on xxx), tacitly be renewed for a period of five (5) years.

    This agreement is for both supplier and customer subjected to six (6) months‟ notice. Termination must be done in writing, after which the counterpart is entitled to a verbal explanation. 8. ARBITRATION

    In matters of dispute concerning interpretation, as well as complaints concerning the implementation of this Service Level Agreement, both parties will settle the dispute by mutual negotiation, if necessary supported by a specialist to be appointed by both parties. In case financial consequences are involved by appointing a specialist, these costs will be evenly divided among parties.

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9. AGREEMENT

    The costs, as declared in Appendix I: ?APPENDIX_I?, will be charged per Client-period according to the tariff of the mutually agreed demand, based on rolling forecast. Quarterly, a cost equalisation will

    take place, based on the actual demand.

    The costs will be charged to department number: CLIENT

Starting date:

The persons, mentioned below, are authorised to sign and confirm to agree with the contents of this

    Service Level Agreement, including the appendixes.

For the customer: For the supplier:

Organisation: Organisation:

?CLIENT? OUTSOURCER

Date: Date:

Signature: Signature:

___________________________ __________________________

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