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SLA PROLOGUE STATEMENT OF INTENT ____________________________________________________________________________ This Service Level Agreement form reflects an agreement between a Business Services operation and its Business Partner. The document specifies services, service levels (metrics), and continuous improvement actions and processes that are to be provided to you, our customer during a specified period of time. ____________________________________________________________________________ ROLES RESPONSIBILITIES ____________________________________________________________________________ Business Services Partners are responsible for measuring and reporting performance status on an agreed upon schedule. Additionally, we are responsible for resolving any service issues that result in substandard service delivery. Business Partners are responsible for timely notification of service requirement changes, negotiating service standards, and communicating the content of this agreement to all users. It is also our expectation that the signing customer will serve as the single point of contact for all and any future negotiations. See Attachment D for specific definitions of roles and responsibilities related to services contained in this Service Level Agreement. ____________________________________________________________________________ DOCUMENT REVIEW CHANGE PROCEDURES ____________________________________________________________________________ This document will remain valid for the designated term or until another review is initiated by either of the signing parties. SERVICE LEVEL AGREEMENT PARTIES TO THE AGREEMENT Service Provider Service Recipient _____________________________________ _____________________________________ _____________________________________ _____________________________________ (Name, Title, Phone) (Name, Title, Phone) _____________________________________ Signature of Agreement _____________________________________ Signature of Agreement TERM