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SAMPLE SLA AGREEMENT

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1.Agreement Overview

 

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Company name. and Customer for the provisioning of Zoho Expert services required to support and sustain Zoho Systems

 

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all Zoho Support services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.Goals & Objectives

 

The purpose of this Agreement is to ensure that proper elements and commitments are in place to provide On-Time and Consistent Zoho Expert Support Service to the Customer(s) by the Service Provider(s).

 

The goal of this Agreement is to obtain mutual agreement for Zoho Expert Support Service between the Service Provider(s) and Customer(s).

 

The objectives of this Agreement are to provide:

 

  • Ensure that the Services are of consistently high quality and meet the requirements of the Customer;

  • Provide a mechanism whereby the Customer can attain meaningful recognition of the Service Provider’s failure to deliver the level of service for which it has contracted to deliver; Report of assigned tasks with response timelines and task hours will be provided on a monthly basis.

3.Stakeholders

 

The 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:

 

Zoho Support Provider(s): Digital Socius. (“Provider”)

Zoho Support Service Customer(s): Customer (“Customer”)

 

 

4.Periodic Review

 

This 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 fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

 

The Business Relationship Manager (“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.

 

Business Relationship Manager: Digital Socius

Review Period: Bi-Yearly (6 months)

Previous Review Date: 01-06-2019

Next Review Date: 01-01-2020

 

5.Service Agreement

 

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

 

5.1. Service Scope

 

The following Services are covered by this Agreement;

 

  • Consultancy

  • Implementation

  • Training

  • Admin Services

  • Customisation

  • Development

  • Integration

  • Data Import

  • Anything Zoho related support

 

 

 

5.2. Customer Requirements

 

Customer responsibilities and/or requirements in support of this Agreement include:

 

  • Payment for all support costs at the agreed interval.

  • Reasonable availability of customer representative(s) when clarification is required to resolving a service related incident or request.

  • Reasonable availability of customer representative(s) when resolving a service related incident or request where needed.

 

 

5.3.  Service Provider Requirements

 

Service Provider responsibilities and/or requirements in support of this Agreement include:

 

  • Meeting response times associated with service related incidents.

  • Appropriate notification to Customer for all scheduled maintenance.

 

5.4. Service Assumptions

 

Assumptions related to in-scope services and/or components include:

 

  • Changes to services will be communicated and documented to all stakeholders.

 

6.Service Management

 

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

 

 

6.1. Service Availability

 

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

 

 

  • Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday

    • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service

 

  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

    • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

 

  • Support Desk: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

    • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

  • Ongoing Project Task: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

    • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

 

 

6.2.  Service Requests

 

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

 

  • 0-2 hours (during business hours) for issues classified as High priority.

  • Within 24 hours for issues classified as Medium priority.

  • Within 48 working days for issues classified as Low priority.

 

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

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