Service Level Agreement for Customer by Fast IT solution

This Agreement represents a Service Level Agreement (SLA) between Excellence College and Fast IT solutions for the provisioning of IT services required to support and sustain IT services. The Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. The goals and objectives of this Agreement are to ensure consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The Service Scope includes the replacement and maintenance of hardware and software, resolving hardware and software issues, and maintaining and updating the IT network of the college. The Customer responsibilities include payment for support costs and availability of general manager(s) when resolving service issues. The Service Provider responsibilities include meeting response times for service issues and notifying the college of scheduled maintenance. The Service Availability is from 9:00 A.M. to 5:00 P.M. Monday - Friday, with online support monitored during the same hours. Service requests will be responded to within specific time frames depending on the issue.

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Service Level Agreement (SLA)
for Customer
by
Fast IT solution
Document Owner: Excellence College
Version
Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)
Company address
Incorporation Number 0000000

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Table of Contents
1. Agreement Overview...............................................................................................................3
2. Goals & Objectives..................................................................................................................3
3. Stakeholders.............................................................................................................................3
4. Periodic Review.......................................................................................................................4
5. Service Agreement...................................................................................................................4
5.1. Service Scope...................................................................................................................4
5.2. Customer Requirements...................................................................................................5
5.3. Service Provider Requirements.......................................................................................5
5.4. Service Assumptions.......................................................................................................5
6. Service Management...............................................................................................................6
6.1. Service Availability.........................................................................................................6
6.2. Service Requests..............................................................................................................6
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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Excellence College. and Fast IT solutions for the provisioning of IT services required to support
and sustain IT services.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by
the stakeholders.
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 Customer(s) by the Service
Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between
the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
 Fast IT solution are responsible for maintaining and updating all the software’s and
hardware’s used within the organization.
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:
IT Service Provider(s): Fast IT solutions (“Provider”)
IT Customer(s): Excellence College (“Customer”)
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Incorporation Number 0000000
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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: Fast IT solutions
Review Period: Yearly
Previous Review Date: 01-01-2020
Next Review Date: 01-12-2021
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;
 Replacement of all ICT hardware’s within the time period of three years
 Installing and updating all the software’s used by the college as per the requirements of the
college and staff members.
 Maintaining licenses of all the software’s that are currently used by the college and their staff
members.
 Resolving any kind of hardware or software issues faced by the employees of the college
within the specified time period meeting their defined baseline.
 Maintaining and updating IT network of the college including their internet services
requirements.
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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 general manager(s) when resolving a service issue.
5.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement
include:
 Meeting response times associated with service issues.
 Appropriate notification to College 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.
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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:
 On spot availability : 9:00 A.M. to 5:00 P.M. Monday – Friday
 Online support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
o Emails received outside of office hours will be collected, however no
action can be guaranteed until the next working day
 Further additional assistance guaranteed within 72 hours during the business week
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:
 Hardware issues within 2 business days
 New software installation Within 5 business days
 Software updates Within one business day
 Slow network issues Within 2 business days
 Lack of internet connection Within 3 hours
 New software installation Computer viruses Within 3 hours
 Website updates Within 5 business day
Remote assistance will be provided in-line with the above timescales dependent on the
priority of the support request.
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