国外IT服务水平协议(SLA)合同模版.docVIP

PAGE 9 eSupply/eSelling Service Level Agreement DATE9/19/2001 Service Level Agreement Between [your company] and [the client] For Level 3 Application Support Submitted to: [client contact] [the client] Submitted by: [your company and address] Level Three Support Service Level Agreement For Support Services in 2001 Version 1.0 Service Level Agreement Level Three Application Support For Support Services in 2001 Version 1.0 TIME \@ MMMM d, yyyy September 19, 2001 [Your company] Page PAGE 2 For Discussion Purposes Only TIME \@ MMMM d, yyyy September 19, 2001 [Your company] Page PAGE 1 For Discussion Purposes Only Version 1.O (Resourcing Only) TABLE OF CONTENTS TOC \o 1-3 \p \h \z Purpose 2 Scope of Agreement 2 Services Automatically Provided Under This Agreement 2 Requests for Support Specifically Covered Under This Agreement 2 Requests for Services NOT Covered Under This Agreement 3 Applications Covered 4 Changes to Service Level Agreement 5 Termination of Agreement 5 Amendment to Agreement 5 New Applications 5 Levels of Effort 5 Renewal of Agreement 5 Processes and Procedures Related to This Agreement 5 Call Management Process 5 SLA Funding Agreement 5 Addenda 6 Metrics 6 Metrics Reporting 6 Support Metrics Package 6 General Terms and Conditions 6 Term of Agreement 6 Organizations 6 Approvals 6 Key Contacts 6 Dependence on Other Organizations 6 Appendix A 7 Definitions 7 Support Request 7 Work Order 7 Levels of Support 7 Severity Codes 7 Levels of Service 8 Levels of Effort 9 Application Criticality 9 Appendix B 10 Roles and Responsibilities 10 [The client] 10 [Your Company] 10 Purpose The purpose of this Support Service Level Agreement (SLA) is to formalize an arrangement between [your company] and [the client] to deliver specific support services, at specific levels of support, and a