The purpose of this SLA (prepared for a provider of IT services to clients with major servers and large networks and executed in the Australian Capital Territory) is to formalise instructions to the service provider to deliver agreed support services at specific levels of support and at an agreed cost to the client. In order to do that, the agreement must describe clearly the system being supported (inclusions and exclusions), the type of support being provided, and the expected time frames. It must also clearly state how performance is to be evaluated and what will happen if performance is inadequate. It must state clearly what will happen upon the introduction of new elements into the system and upon the retirement of old elements. And it needs to clearly define the reporting process. This is a "living document" style agreement, which sets up two schedules for controlling changes to the agreement that will be documented by additional addenda during the year. It is a comprehensive agreement with 18 appendices for describing clearly the system and the services provided. Australian legal agreement.
F-3006Servic_2.docSLA executed in the Australian Capital Territory for a key computer system or network, in return for an annual service fee. Larger system, penalties apply.
