服务等级协议sla模板

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1、Appendix(SS)ServiceLevelAgreementbetween&PreparedBy:DocumentVersion:Date:ServiceLevelAgreement181TEMPLATEINTRODUCTIONThistemplateismadetohelpcompletethecycleofcon

2、tractpreparationandmanagementinthePPPprojectstobecarriedoutbythee-GovernmentofSaudiArabia.ServiceLevelAgreements(SLA)isconsideredanimportantattachmentoraseparatedocumenttoPPPprojects.Allclausesinthecontractthatencouragesaperformanceandservicelevelmanagementschemeswillh

3、aveareferenceinthisAgreement.ServiceLevelAgreement18TABLEOFCONTENTS1TEMPLATEINTRODUCTION22INTRODUCTION42.1PurposeandObjectives42.2PartiestotheAgreement42.3CommencementDate42.4DurationoftheAgreement52.5Definitions53PERIODICREVIEW64SERVICESDESCRIPTIONS75A

4、GENCYRESPONSIBILITIES86PRIVATEPARTNERRESPONSIBILITIES97SERVICEMANAGEMENT107.1serviceavailability107.2servicemaintenance107.3servicemeasurement117.4servicereporting128SUPPORTINGDOCUMENTATION159AGREEMENTAPPROVAL18LISTOFTABLESTable1:ServiceDescriptions7Table2:AgencyRespon

5、sibilities8Table3:PrivatePartnerReponsibilities9Table4:ServiceAvailability10Table5:ServiceMaintenance11Table6:ServiceMeasurement12Table7:ServiceReporting13Table8:SupportingDocumentation15ServiceLevelAgreement181INTRODUCTION1.1PURPOSEANDOBJECTIVES

6、shouldcontainabriefstatementonthepurposeandobjectivesoftheAgreementbeingdrawnupbetweenthetwoparties.ThedrawingupofadetailedSLAachievesanumberofobjectives:·ItdefinesthetermsandbasisunderwhichtheServiceswillbedelivered.·ItstateshowtheServiceperformancelevelswillbemeasure

7、d.·ItspecifiestheServicestobedelivered.>ExampleThisAgreementoutlinesthetermsandconditionsunderwhichthePrivatePartnerwillprovidespecifiedServices(collectivelyreferredtoas“theServices”)totheAgencyandthePublic.Theobjectiveistoprovideabasisandframeworkforthedeliveryofhighq

8、ualityservicesthatmeettheneedsoftheAgency.1.2PARTIESTOTHEAGREEMENT