SLA Report: IT Services for Australian Superannuation Fund (2019-2020)

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Service Level Agreement between IT
solution cooperation and Australian
Superannuation Fund

Scope and Purpose of this SLA
This is the Service Level Agreement among the IT solution cooperation and
Australian Superannuation Fund. The main objective of this SLA is to ensure
mutual understanding and maintain the commitments among both the parties. To
clearly express the services provided by the supplier and acceptance of the
customer. And to match the perception of both parties related to the supplying and
delivering of the services.
Periodic Agreement
This SLA agreement is applicable and legal from the effective date which is outlined and also
applicable until any further notice. The agreement should be reviewed at least once in one fiscal
year and should be reviewed at any time within the specified period.
Company Name: Australian Superannuation Fund
Review time: 1Year
Previous review date: 12-01-2019
Next review date: 12-12-2019

Signature page
NAME POSITION SIGNATURE
FOR “CLIENT”
David Samson Manager
James Williamson Owner
FOR “SERVICE PROVIDER”
John Daniel IT Service provides
the owner
Kristin Karp Business Director
The above clients and service provider has negotiated and mutually agreed on the SLA.

Services Description
The Service which is provided by the supplier is to provide a service of internet, provide email
platform and hardware and software for the Australian Superannuation fund. So here is a small
description of the services which are provided and mutually agreed among both the parties.
Service components and availability
Services Availability Hours provided
Internet 90 % During Work Hours
E-mail 95 % All the time
Hardware and software 95 % At All Times
Service Reliability and Security
The service provider has created and providing the service that is flexible and resilient also
ensuring the security of the data which enhance the reliability and there are few commitments on
which the service provider and the client have agreed upon:
There should not be more than four failures in the period of 1 year and the mean time among the
failures should be more than 120 days.
Communication
For any urgency and emergency regarding any services, contact to the owners that are
responsible and negotiated for this particular SLA and their details are given below:
NAME POSITION ADDRESS CONTACT
FOR “CLIENT” [phone]
David Samson MANAGER 200 Broadway, West
Beach, Australia
[phone]
James Williamson OWNER 150, Wandaloo ESP,
New Canberra, Australia
[phone]
FOR “SERVICE PROVIDER”
John Daniel IT Service provides the 200, Koala Bark DR, [phone]

owner New Canberra, Australia
Kristin Karp Business Director 450, Broadway Ave,
West Beach, Australia
[phone]
Responsibilities
From the Client side:
Manager:
 Check and manages the service which is provided is running or not.
 If any problem is faced by the employees because of the services provided then
communicate with the Owner of the company.
Owner:
 Listen to all issues of the employees regarding the service provided by the suppliers.
 Contact with the owner of the service provider.
From Service provider side:
IT service provider owner:
 Try to understand the issues that the client is facing and hire employees to resolve the
issues.
 Provide extra service as a penalty for the problem that is faced by the client.
Business Director:
 Provide investment for the service that is being provided to the customer.
 Manages the financial status of the service provided.