Service Level Compliance Agreement
This Service Level Compliance Agreement (hereinafter referred to as "Agreement") is made and entered into on this day of September 25, 2050, by and between [Your Company Name], located at [Your Company Address], and IntelShop, located at Philadelphia, PA 19102.
I. Objectives
The primary objective of this Agreement is to ensure that all IT services provided by [Your Company Name] meet the defined standards of quality, reliability, and efficiency as outlined herein.
II. Scope of Services
The services covered under this Agreement include, but are not limited to:
Help Desk Support
Network Management
Data Backup and Recovery
Service Type | Description | Performance Metric |
|---|
Help Desk Support | 24/7 support for all IT issues | Initial response time < 1 hour |
Network Management | Monitoring and maintaining networks | Uptime ≥ 99.9% |
Data Backup & Recovery | Daily backups and rapid recovery | RTO ≤ 4 hours |
III. Performance Metrics
Performance will be evaluated based on the following metrics:
Response Time: Measure of how quickly support requests are acknowledged and addressed.
Resolution Time: Average time taken to resolve issues.
Customer Satisfaction: Surveys will be conducted quarterly to assess client satisfaction with IT services.
Performance Measurement
The following methods will be used to measure performance:
IV. Reporting Requirements
[Your Company Name] will provide the following reports to IntelShop:
Monthly performance reports detailing service levels, including uptime statistics and support ticket resolutions.
Quarterly customer satisfaction reports based on survey feedback.
V. Remedies for Non-Compliance
In the event of non-compliance with the agreed-upon service levels, the following remedies will apply:
Service Credits: For any month where uptime falls below the guaranteed levels, IntelShop will receive a service credit equal to 10% of the monthly fee for each percentage point below the agreed uptime.
Escalation Procedures: Issues not resolved within the stipulated resolution times will be escalated to the IT Manager of [Your Company Name].
VI. Signatory
This Agreement is hereby accepted and agreed to by the authorized representatives of both parties:
For [Your Company Name]
[Your Name]
IT Manager
Date: June 2, 2050
For IntelShop
Maria Turner
IT Director
Date: June 2, 2050
This Agreement serves as the foundation for a collaborative relationship between [Your Company Name] and IntelShop, ensuring that all IT services are delivered effectively and meet the expectations set forth in this document. Please feel free to reach out at [Your Email] for any inquiries or clarifications regarding this Agreement.
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