Service Level Agreement
1: Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) for the provisioning of IT services required to support and sustain the implementation and deployment of the DELTA Monitoring & Evaluation software platform for use.
This 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.
2: Goals & Objectives
The 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 Client by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Client.
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the client.
- Match perceptions of expected service provision with actual service support & delivery.
3: Stakeholders
The following Service Provider and Client will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): DeltaGIS (“Provider”)
IT Customer(s): (“Client”)
4: Service Agreement
4.1. Service Scope
The following Services are covered by this Agreement;- Monitored email support
- Monthly system health check
- Daily system backups
- Network and power uptime
4.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include:- Reasonable availability of client representative(s) when resolving a service-related incident or request.
4.3. 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 Client for all scheduled maintenance.
4.4. Service Assumptions
Assumptions related to in-scope services and/or components include:- Changes to services will be communicated to and documented for all stakeholders.
5. Service Management
5.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:- Email support: Monitored 9:00 A.M. to 5:00 P.M. Eastern Time, Monday – Friday
- Emails received outside of office hours will be collected; however, no action can be guaranteed until the next working day.
5.2. 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 Client within the following time frames:- 0-8 hours (during business hours) for issues classified as High
- Within 48 hours for issues classified as Medium
- Within 5 working days for issues classified as Low
RESOURCES
CONTACT
- contact@delta-monitoring.com
- (+1) 514 779 1591
- (+1) 514 436 2376