Service Level Agreement

and [COMPANY]

Between

For the Provision of [INSERT SERVICES]

Table of Contents1 Overview........................................................................................................................................4

1.1 Introduction...........................................................................................................................4

1.2 Guiding Principles..................................................................................................................4

1.3 Commercial Framework.........................................................................................................4

2 Service Level Agreement...............................................................................................................5

2.1 Statement of Intent...............................................................................................................5

2.2 Objectives of the Service Level Agreement............................................................................5

2.3 Period of Agreement.............................................................................................................5

2.4 Review Period........................................................................................................................6

2.5 Representatives.....................................................................................................................6

2.5.1 [COMPANY] Key Contacts..................................................................................................6

2.5.2 <”Customer”> Key Contacts...............................................................................................6

2.6 Service Level Monitoring.......................................................................................................6

2.7 Complaints.............................................................................................................................7

2.8 Engagement Structure...........................................................................................................8

3 <the “Customer”> Responsibilities................................................................................................9

3.1 Functional Overview..............................................................................................................9

3.2 Hours of Operations...............................................................................................................9

3.3 Response Times.....................................................................................................................9

4 [COMPANY] Responsibilities..........................................................................................................9

4.1 Functional Overview..............................................................................................................9

4.2 Hours of Operation................................................................................................................9

4.3 Response Times.....................................................................................................................9

4.4 Service Level Targets............................................................................................................10

4.5 Roles and Responsibilities....................................................................................................10

4.5.1 [COMPANY NAME] Executive Sponsor.............................................................................10

4.5.2 [COMPANY NAME] [INSERT JOB POSITION].....................................................................10

4.5.3 [COMPANY NAME] “other” [COMPANY NAME] Departments.........................................10

5 Contracted Services.....................................................................................................................11

5.1 [INSERT SERVICES TO BE PROVIDED]...................................................................................11

5.2 Other Services......................................................................................................................11

6 Program Governance...................................................................................................................11

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6.1 Performance and Quality Metrics........................................................................................11

6.1.1 Strategy and Architecture Contribution (20%).................................................................11

6.1.2 Program and Service Delivery (25%)................................................................................12

6.1.3 Financial (25%).................................................................................................................12

6.1.4 Relationship Effectiveness (30%).....................................................................................12

6.2 Communications Plan..........................................................................................................12

6.3 Quarterly Account Reviews..................................................................................................13

7 Contracted Service Levels and Key Performance Indicators........................................................14

7.1 Key Performance Indicator #1.............................................................................................14

7.2 Key Performance Indicator #2.............................................................................................14

8 Sign-Off and Approval..................................................................................................................15

9 Document Release.......................................................................................................................16

9.1 Release Information.............................................................................................................16

9.1 Distribution List....................................................................................................................16

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1 Overview

1.1 Introduction

[COMPANY] has been nominated as a trusted business partner of for a period of <Insert Number> years.

This objective of this document is threefold:

1. To explain how the organisations will work together to bring about greater results for

2. To set out the types of services that commits to purchasing from [COMPANY].

3. To set out the Service Levels that [COMPANY] will offer in return for their business. These benchmarks are designed to ensure that the [INSERT SERVICES TO BE PROVIDED] that [COMPANY] will provide, seamlessly integrate with ’s business strategy.

1.2 Guiding Principles

This agreement is based upon a few key principles:

Knowledge – [COMPANY] will develop an understanding of ’s business, both in strategy and operations, in order to offer value as a trusted advisor. The aim is to recommend [INSERT SERVICES TO BE PROVIDED] that contribute to the growth of ’s business.

Operational Excellence – [COMPANY] will provide seamless services in order for to focus on their primary business goals

Engagement – [COMPANY] will be easy to do business with. This means open and honest lines of communication in account planning, project meetings and day to day operations within all levels of the organisations.

1.3 Commercial Framework

[COMPANY] proposes an “Exclusive’ arrangement where will source from [COMPANY] the services detailed in Section 5 unless [COMPANY] fails to meet the performance management metrics (Scorecard) and/or the committed Service Level Guidelines as outlined in Section 6.

In the interests of ensuring continuing value, [COMPANY] also suggests that pricing is tested through an annual benchmarking assessment which will be conducted by a process approved by and [COMPANY].

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2 Service Level Agreement

2.1 Statement of Intent

The aim of this Service Level Agreement is to provide a basis for close co-operation between and [COMPANY], for the provision of [INSERT SERVICES TO BE PROVIDED] by [COMPANY] to , thereby ensuring a timely and efficient support service is available to .

Please refer to Section 2.2 for the objectives of this Service Level Agreement.

This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

2.2 Objectives of the Service Level Agreement

To create an environment which is conducive to a co-operative relationship between [COMPANY] and to ensure the effective support of . To document the responsibilities of all parties taking part in the Agreement

To ensure that [COMPANY] achieves the provision of a high quality of service for with the full support of [COMPANY].

To define the commencement of the agreement, its initial term and the provision for reviews

To define in detail the service to be delivered by [COMPANY] and the level of service which can be expected by , thereby reducing the risk of misunderstandings

To institute a formal system of objective service level monitoring ensuring that reviews of the agreement are based on factual data

To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels

To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above

2.3 Period of Agreement

This agreement will commence on the date specified in the Agreement following the acceptance by both parties and will continue until terminated.

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2.4 Review Period

This agreement will be reviewed on <Agree on Date>, or at a mutually agreed date, by [COMPANY] and . The review will cover services provided, service levels and procedures. Changes to this agreement must be approved by both signatories.

2.5 Representatives

and [COMPANY] will nominate the following representatives responsible for the monitoring and maintenance of the service level agreement.

2.5.1 [COMPANY] Key Contacts

Name Title / Position Telephone Number

2.5.2 <”Customer”> Key Contacts

Name Title / Position Telephone Number

2.6 Service Level Monitoring

The success of service level agreements depends fundamentally on the ability to measure performance comprehensively and accurately so that credible and reliable information can be provided to <the “Customer”> regarding the [INSERT SERVICES TO BE PROVIDED] by [COMPANY] .

Key Performance Indicators (KPI’s) must be meaningful, measurable and monitored constantly. Actual levels of service are to be compared with agreed target levels on a regular basis by both the [INSERT POSITION] from [COMPANY] and . In the event of a discrepancy between actual and targeted service levels both [COMPANY] and are expected to identify and resolve the reason(s) for any discrepancies in close co-operation.

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Service level monitoring will be performed by [COMPANY]. Reports will be produced as and when required and forwarded to the .

Service level monitoring and reporting is performed based on the services required by , as specified in this agreement.

2.7 Complaints

All complaints relating to the operation of the service, including:

Expected level of support

Actual support offered and delivered

Personnel responsible for providing or administering support

Any other issue relating to this document or the relationship between [COMPANY] and ”> received by either party will be forwarded in writing and distributed concurrently to the signatories of this document. The intent is to ensure thorough, timely and open resolution of all such problems.

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<the “Customer”>

Executive Sponsor

[COMPANY] [INSERT ROLE]

<the “Customer”>

Senior Manager

[COMPANY] [INSERT ROLE]

<the “Customer”> LOB Manager

[COMPANY] Executive Sponsor

Executive Committee Meetings

Management Committee Meetings

Senior Management Level

Program / Project Board Level

Program / Project Level

Operational & General Issues

Strategic, Contractual and Quality Issues

Ad-Hoc Meetings

2.8 Engagement Structure

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Program Engagement Structure

3 <the “Customer”> Responsibilities

3.1 Functional Overview

Provide an overview of the service(s) that needs to provide to their customers (users) here.

3.2 Hours of Operations

will operate daily from ···· a.m. to ···· p.m. (Monday to Friday) excluding public holidays where alternative arrangements will be made and publicised.

3.3 Response Times

Provide an overview of the Response Times that needs to provide to their customer (users) here.

Note: The SLA that has with their customer will not necessarily be the SLA between [COMPANY] and .

4 [COMPANY] Responsibilities

4.1 Functional Overview

[COMPANY] is the nominated provider of [INSERT SERVICES TO BE PROVIDED] to .

Provide an overview of the service(s) that [COMPANY] will provide to here.

4.2 Hours of Operation

[COMPANY] staff will be available between the hours of ···· a.m. to ···· p.m. (Monday to Friday) excluding public holidays where alternative arrangements will be made and publicised.

4.3 Response Times

[COMPANY] will accept the priority assigned to a service request by , as per below Matrix.

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Insert required response levels in the Table below

ServiceResponse Time

4.4 Service Level Targets

[COMPANY] will respond within the time specified by the Response Times. The [INSERT JOB POSITION] from [COMPANY] will issue reports as and when required by for the purpose of gauging performance.

Refer Section 7 of this document for the agreed Service Levels and Key Performance Indicators.

4.5 Roles and Responsibilities

4.5.1 [COMPANY NAME] Executive Sponsor

The Executive Sponsor is responsible for both the strategic and tactical support to ensure the overall engagement with <the “Customer”> is successful. The Executive Sponsor will work closely with the [INSERT JOB POSITION].

4.5.2 [COMPANY NAME] [INSERT JOB POSITION]

The [INSERT JOB POSITION] will develop and maintain broad and deep partner relations with <the “Customer”>

4.5.3 [COMPANY NAME] “other” [COMPANY NAME] DepartmentsTo be defined

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5 Contracted Services

agrees to source the following range of products and services from [COMPANY]. This list is not comprehensive and will be reviewed at each quarterly meeting.

5.1 [INSERT SERVICES TO BE PROVIDED]

Provide details around type of [SERVICES TO BE PROVIDED] that [COMPANY] will be required to provide to <the “Customer”> here

5.2 Other Services

Provide details around type of “Other” services that [COMPANY] will be required to provide to <the “Customer”> here

6 Program Governance

6.1 Performance and Quality Metrics

[COMPANY] and <the “Customer”> will engage in a consultative process to establish objective criteria against which performance can be measured however; [COMPANY] would like to propose a performance and quality based engagement that will be measured through a relationship scorecard focusing on the four key areas being,

(1) Relationship Management

(2) Value Add

(3) Commercials and;

(4) Program and Service Delivery.

The above would be used assess the performance of the relationship and quality of delivery. The following section describes the criteria that will be assessed.

6.1.1 Strategy and Architecture Contribution (20%)

Effective contribution to planning

Proactively promoting innovation through proposing new solutions

Identifying improvements for

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6.1.2 Program and Service Delivery (25%)

Ease and timeliness of the delivery of Services

Advice from the [INSERT JOB POSITION] is helpful in making decisions

Deliverables meet specified business requirements

6.1.3 Financial (25%)

Quotations are timely and accurate

Orders & Invoices are timely, accurate and complete

Products and Services continually provide value for Money

6.1.4 Relationship Effectiveness (30%)

Issues are being resolved to mutual satisfaction

Accessibility, Responsiveness and Timeliness of relevant communications

Proposals address <the "Customer">’s business requirements

Relationship is meeting ’s expectations

would recommend [COMPANY] to other [ORGANISATIONS].

6.2 Communications Plan

[COMPANY] [INSERT JOB POSITION] will be responsible for servicing on a day-to-day basis, and for keeping track of and regularly reviewing the delivery of all services.

[COMPANY] and ’s teams will have the following meetings scheduled.

Topic Attendees[COMPANY] Attendees

Agenda Frequency

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6.3 Quarterly Account Reviews

A Quarterly Account Review will require participation and involvement from all stakeholders:

Participants and Position [COMPANY] Participants and Position

[COMPANY] [INSERT JOB POSITION] will issue a review agenda to all attendees at least one (1) working day prior to the agreed review date. Typically the review will include:

Scorecard Review (i.e. Customer Satisfaction)

Future Projects

Project(s) Review Business Initiatives

Service Analysis (to be presented by [COMPANY])

Fulfillment (i.e. Delivery on Time and in Full)

Other

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7 Contracted Service Levels and Key Performance IndicatorsThe Service Level Agreement consists of <Insert Number> Key Performance Indicators (KPI). This may be negotiated to either more or less depending on >’s position on the relevance of each of the items.

The objective of this SLA document is to define and clarify the engagement process between [COMPANY] as the chosen provider of [INSERT SERVICES TO BE PROVIDED] and under this Service Level Agreement. This is to ensure that the supply of [INSERT SERVICES TO BE PROVIDED] that [COMPANY] provides meets and/or exceeds the requirements.

[COMPANY] looks forward to servicing throughout the term of this Service Level Agreement.

7.1 Key Performance Indicator #1

Category Product Service LevelPerformance to SLA %

SLA Assumptions

[COMPANY] will be able to meet the desired SLA’s as listed above with the following assumptions:

<Insert Assumptions here>

7.2 Key Performance Indicator #2

Category Product Service LevelPerformance to SLA %

SLA Assumptions

[COMPANY] will be able to meet the desired SLA’s as listed above with the following assumptions:

<Insert Assumptions here>

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8 Sign-Off and Approval

1. Executed as an agreement for an on behalf of <the “Customer”> by their duly authorised officer/s as requested under the Corporations Act 2001.

Name: __________________________________________

Title/Position: __________________________________________

Signature: __________________________________________

Dated: ______ Day of ________________ 2015

2. Executed as an agreement for an on behalf of [COMPANY] by their duly authorised officer/s as requested under the Corporations Act 2001.

Name: __________________________________________

Title/Position: __________________________________________

Signature: __________________________________________

Dated: ______ Day of ________________ 2015

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9 Document Release

9.1 Release Information

Version Date Name Remarks

17/07/2015 James Galera Draft

9.1 Distribution List

Name Organisation Title

[COMPANY]

[COMPANY]

<the “Customer”>

<the “Customer”>

<the “Customer”>

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