Administration Service Level Agreement (SLA)
Administration Service Level Agreement (SLA)
Between [Your Company Name] and [Client Name]
Effective Date: [Month, Day, Year]
Review Date: Annually
1. Introduction
This Service Level Agreement (SLA) is made between [Your Company Name] (hereinafter referred to as "Service Provider") and [Client Name] (hereinafter referred to as "Client") to document the administration services provided, the standards of service, and the service levels to be maintained.
2. Objective
The purpose of this Service Level Agreement (SLA) is to guarantee that all necessary components are properly set in place along with any necessary commitments. These commitments and elements are put in place with a specific aim and that is to continuously provide a consistent level of service support and delivery. The duty of delivering these consistent services falls onto the Service Provider, who is responsible for maintaining these high-quality services to the Client. The overarching desire for this high level of quality is to meet and surpass expectations, thus continually fostering the relationship between the two parties.
3. Scope of Services
The Service Provider agrees to provide the following administration services:
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Email account management
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Data entry and management
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Calendar management and scheduling
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Document preparation and management
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IT support for administrative systems
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Any other services agreed upon in writing by both parties
4. Service Performance
Metrics:
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Email Response Time: Emails will be acknowledged within 4 hours, and resolutions provided within 24 hours during business days.
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Data Accuracy: Data entry errors will not exceed 0.5% per entry batch.
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System Uptime: Administrative systems will have a 99.5% uptime, excluding scheduled maintenance.
Reporting:
The Service Provider has an obligation to provide, on a monthly basis, an extensive report on their performance to their Client. This performance report will include detailed information about the levels of service that have been achieved during this period. Additionally, it will highlight areas that require improvement in order to make the service more efficient and beneficial for the Client.
5. Responsibilities
Service Provider:
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Ensure services are delivered in accordance with the agreed standards.
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Provide timely and accurate reporting on service performance.
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Address and resolve service-related issues promptly.
Client:
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Provide necessary access and information required for the Service Provider to deliver the services.
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Notify the Service Provider of any issues or changes in requirements.
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Review performance reports and provide feedback.
6. Problem Management
In the event of a service issue, the Client should report the issue to the Service Provider's support team through [specified channels]. The Service Provider will:
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Acknowledge receipt of the issue within 2 hours.
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Provide an initial assessment and proposed action plan within 4 hours.
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Resolve the issue within the agreed timeframes based on severity levels.
7. Service Adjustments
Either party finds themselves in a position where they are able to put forth requests for alterations to the scope of services being provided or the levels at which they are rendered. However, it is mandatory that these aforementioned requests are formally composed in written format. Furthermore, for these changes to actually be implemented, there must be mutual consent, meaning that both parties involved in this agreement must be in agreement with the proposed amendments.
8. Termination
The Service Level Agreement (SLA) can potentially be brought to an end by either party involved in the agreement. This can be done by providing a written notice outlining the intention to terminate. The stipulated period for this notice provided needs to extend to a minimum of 30 days prior to the intended termination date. Should there occur an instance of termination, the party providing the services, referred to as the Service Provider in this agreement, shall take the necessary steps to cooperate with the other party, or the Client, in order to ensure that the transfer of services from the current service provider to the next is conducted in an organized and efficient manner.
9. Confidentiality
In the course of providing these services, information will be exchanged between both parties. They have reached an agreement in which they promise to uphold the confidentiality of this said information to the utmost degree, ensuring that it is not improperly disclosed, misused, or given out under any circumstances.
10. Signature
This Service Level Agreement, which is comprised of [number of pages] pages, has been agreed upon and has become effective commencing from the Effective Date that is stated at the initial part of this document.
[Your Company Name]
[Company Representative Name]
[Month, Day, Year]
[Client Name]
[Client Name]
[Month, Day, Year]
