Perspective (continued)

• Service is provided according to a mutual agreement:

• Terms and Conditions
• Time period
• Cost
• Binding contract
• All systems should be included: production, pre-production, test, development, proof-of-concept, etc.
• Set expectations for all parties and all systems

• High Level Outline of Service Level Agreement Document

• Overview
• Service Description
• Roles and Responsibilities
• Requesting Service
• Hours of Coverage, Response Times & Escalation
• Maintenance and Service Changes
• Pricing
• Reviewing and Reporting
• Approvals and Signatures

For assistance with designing, writing, implementing, and supporting your Service Level Agreements (SLA), please contact Mt Xia.