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Service Level Agreement Outsourcing Template SERVICE LEVEL AGREEMENT FOR TYPE OF SERVICE BETWEEN THE GNWT AND SERVICE PROVIDER NAME Revision History Revision Date Author Comment 1.0 YYYY-MM-DD Your Name Original Document 1.. Quarterly Review Meeting A quarterly review meeting will include the following: The SLA will be reviewed with the IS managers involved and an amendment addendum will be created if required Review process will be through teleconference or face-to-face meeting session which will be booked in advance Review document prepared by service provider will include overall project status, issues list, metrics reporting, supporting reasons for metrics deviation, and items that need adjustment within SLA (e.g.. Reporting Service Levels Type Measurement Penalty Weekly Status Report Delivered at not less than seven calendar day intervals 5 of monthly invoice Monthly Status Report Delivered at monthly intervals and not less than two business days before scheduled review meeting 5 of monthly invoice Quarterly Status Report Delivered at quarterly intervals and not less than five business days before scheduled review meeting 5 of monthly invoice 7.. 4 hours 2 30 minutes 2 hours Every 2 hours 8 hours 3 1 hour 8 hours Every 4 hours 4 calendar days 4 1 hour Next business day Weekly 20 calendar days Initial Response is when a ticket is opened and acknowledged by help desk staff.. Application Level Business Hour Availability Off-Hour Availability Scheduled Down-Time Definition Monday - Friday 8:30am-5:30pm MST Monday Friday 5:31pm-8:29am MST AND Saturday Sunday 8am 8am MST Critical 99.5 99.5 Sunday 12:01am 8am MST Important 99 98 Sunday 12:01am 8am MST Supportive 98 98 Sunday 12:01am 8am MST Any additional outages must be scheduled and approved by the GNWT at least two weeks in advance, unless there is an emergency..
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