Binder Design SLA 2

008

Service Level Agreement (SLA)

For
National Bank
By
Binder Design
Effective Date: 2, June, 2008

Company Name: Binder Design

Client Relationship Manager: Adam Merillo

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Binder Design and The National Bank for the provisioning of DIGITAL MEDIA services
required to support and sustain the use of the package and training involved with this
product.

This Agreement remains valid until superseded by a revised agreement mutually

endorsed by the stakeholders. Changes will be recorded in an Amendments section of this
Agreement and are effective upon mutual endorsement by the primary stakeholders.

This Agreement outlines the parameters of all DIGITAL MEDIA services covered as they
are mutually understood by the primary stakeholders.

The purpose of this Agreement is to ensure that resources are in place to provide
consistent DIGITAL MEDIA service support and delivery to the Client(s) by the Service
Provider(s).

1. The following Client(s) will be used as the basis of the Agreement

 Client Contact Information
Sean McDoanld 0425-548-865
Paul Carp 0458-856-985
George Castansa 0425-985-854
Jessica Moor 0413-958-865

2. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until the
Date of Termination.

The Client Relationship Manager is responsible for regular reviews of this document.
Contents of this document may be amended as required, provided mutual agreement is
obtained from the primary stakeholders and communicated to all affected parties. The Client
Relationship Manager will incorporate all subsequent revisions and obtain mutual
agreements / approvals as required.

Client Relationship Manager: Adam Merillo

Review Period: Every two months
Previous Review Date: 2, June, 2008
Next Review Date: 2, August, 2008

3.Service Agreement
The following detailed services are the responsibility of the Service Provider in the
ongoing support of this Agreement.

2.1. Service Scope

The following Services are covered by this Agreement;

Reference No. Service

0211548 Updating Information
0215464 Update images
0356494 Supporting software
0154857 Knowledge review
0002158 OH&S Knowledge
0125805 Updating Software Package

2.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:
Must give the provider to any relevant information source
Must give the provider the ability to review the software

2
 Must allow the provider to question the users so that he/she can improve their work

2.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement
include:
Always be available to assist in any problems with the product
Must update the system (if necessary) until the end of this contract
Provide help with the use of this product

2.4. Service Measurement

The following measurements will be established and maintained by the Service

Provider to ensure optimal service provision to the Client:

Measurement Definition Performance Target

Updating Updating the software Keeping the software updated
package
Service Repairing the package if there Keeping the software in optimal
are any issues conduction
Training Training the client to use the Making sure the client knows
package what they are doing

2.5. Service Level Reporting

The Service Provider will supply the Client with the following reports on the
intervals indicated:

Report Name Interval

2.6. Service Requests

In support of services outlined in this Agreement, the Service Provider will

respond to service related incidents and/or requests submitted by the Client within the
following time frames:
Service Response Time
Product not operational 1-2 day (Max)
Software update 1-4 Days (Max)

2.7. Service Exceptions

3
 Any deviations from current policies, processes and standards are noted by the
following Service Exceptions: (Insert any special conditions / constraints related to
coverage times and dates)

Service Ref# Exception(s)

Repair’s #9586 If the product constantly keeps breaking
down
Training #8547 If the Client constantly needs more
training