Contents: 1. Service Level Agreement i. Statement Of Intent ii. Objectives of Service Level Agreement iii. Period of Agreement iv. Review Procedure v. Representatives vi. Reference Documents vii. Service Level Monitoring viii. Complaints 2. Software Support Customer’s Responsibilities i. Functional Overview ii. Hours of Operation iii. Response Times iv. Priority Level Response Times v. Support Available 3. SunGard Responsibilities i. Functional Overview ii. Hours of Operation iii
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A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice‚ the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). As an example‚ Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition
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Service Level Agreement for HR Services Overview Service level agreement for the provision of HR Services in relation to employee relations advice and recruitment assistance to managers‚ supervisors and staff. This is an internal agreement for HR services between the Human Resources Department and the Customer Services Branch. Service Specifications The designated HR team at Coastal Education Network will provide advice‚ assistance and support on the implementation of the organisation’s HR
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Agreement Overview: This agreement represents a Service Level Agreement between Finman Account Management LLC‚ Datanal Inc and Minertek Inc for providing IT services that is needed to support and sustain Finman’s products and services. This Agreement will remain valid until it is superseded by a revised agreement which will be mutually signed by the stakeholders. This Agreement outlines the parameters of all IT services which is covered and it does not supersede the current processes and procedures
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Service Level Agreements Contract and Performance Management CORE: Nov. 2011 Intellectual Property of the Centre for Outsourcing Research and Education (CORE). May be used with permission of CORE. Agenda – Service Levels for BPO Preliminary Matters Use of Weighting Factors Use of Severity Levels Use of the Balanced Scorecard CORE: Nov. 2011 Service Level Agreements 2 Preliminary Matters for All BPOs Precisely define the services to be provided (the “Services”) Since not practical to measure
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Operations – BBARO Semester 6 CA0032 – Retail Services Management (4 credits) (Book ID: B1143) ASSIGNMENT- Set 1 Marks 60 Note: Each Question carries 10 marks. Answer all the questions. 1. Explain the importance of Service marketing. What are the basic differences between the marketing of goods and services? 2. Describe the employees’ role in service delivery. 3. Write a brief note on “extended service marketing mix for Retail” 4. What is meant by “service blueprint”? Explain its importance in modern
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A Plug-in Architecture for Self-Adaptive Web Service Compositions Anis Charfi∗ ‚ Tom Dinkelaker† and Mira Mezini† ∗ SAP Research CEC Darmstadt‚ Germany Email: {first.lastname}@sap.com † Software Technology Group Technische Universit¨ t Darmstadt‚ Germany a Email: {lastname}@st.informatik.tu-darmstadt.de Abstract—Several approaches have been proposed to introduce self-management capabilities for web service compositions. However‚ most of these works are limited as they are not extensible‚ i.e.‚
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CMI Level 3 Diploma in First Line Management Jackie Bowen Tutor Name: Liz Pawlowski Title: Meeting Stakeholder Needs Unit: 3003 Contents Page Page Number * Title Page 1 * Content Page 2 * Aim of the report 3 * Identifying Stone Computers key stakeholders 4 * Understand the process required to continually 8 Improve meeting stakeholder’s needs * Be able to prepare a case to support a change in meeting 11 Stakeholder needs
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growth market Steve Fice reports on a study by Pierre Audoin Consultants into perceptions of software testing and quality across Europe and discovers that with test optimisation on the rise‚ organisations are increasingly looking to managed testing services. Companies around the world currently invest more than €50 billion annually in applications testing and quality assurance. The awareness of the commercial added value of flawless‚ fail-safe corporate applications is increasing‚ and as a result companies
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A Service Level Agreement for Provision of Specified IT Services Between Finman Account Management‚ LLC‚ Datanal‚ Inc.‚ and Minertek‚ Inc. 1. Period of Service The service level agreement (SLA) is for a period of three years‚ commencing on July 1‚ 2011‚ and concluding on June 30‚ 2014‚ with provision for renewal and extension upon agreement of all parties and contingent upon satisfactory fulfillment of specified services‚ as determined by semiannual review. 2. Parties to the Agreement
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