Service Level Agreement

In: Business and Management

Submitted By gothicreader
Words 948
Pages 4
SERVICE LEVEL AGREEMENT

MEMORANDUM OF UNDERSTANDING

VERSION

VERSION HISTORY

[PROVIDE INFORMATION ON HOW THE DEVELOPMENT AND DISTRIBUTION OF THE SERVICE LEVEL AGREEMENT/MEMORANDUM OF UNDERSTANDING WILL BE CONTROLLED AND TRACKED. USE THE TABLE BELOW TO PROVIDE THE VERSION NUMBER, THE AUTHOR IMPLEMENTING THE VERSION, THE DATE OF THE VERSION, THE NAME OF THE PERSON APPROVING THE VERSION, THE DATE THAT PARTICULAR VERSION WAS APPROVED, AND A BRIEF DESCRIPTION OF THE REASON FOR CREATING THE REVISED VERSION.]

|Version |Implemented |Revision |Approved |Approval |Description of |
|Number |By |Date |By |Date |Change |
| | | | | | |
| | | | | | |

Notes to the Author

[This document is a template of a Service Level Agreement/Memorandum of Understanding document for a project. The template includes instructions to the author, boilerplate text, and fields that should be replaced with the values specific to the project.

• Blue italicized text enclosed in square brackets ([text]) provides instructions to the document author, or describes the intent, assumptions and context for content included in this document.

• Blue italicized text enclosed in angle brackets () indicates a field that should be replaced with information specific to a particular project.

• Text and tables in black are provided as boilerplate examples of wording and formats that may be used or modified as appropriate to a specific project. These…...

Similar Documents

Customer Satisfaction Level of Service Quality at Ar-Rahnu

...internationalconference.com.my CUSTOMER SATISFACTION LEVELS OF SERVICE QUALITY AT AR-RAHNU, KELANTAN Azizah Othman, Norashidah Hashim and Syahrina Abdullah College of Business , Universiti Utara Malaysia , Sintok, 06010 Kedah, Malaysia o.azizah@uum.edu.my, norashidah@uum.edu.my,syahrina@uum.edu.my ABSTRACT This research was conducted to verify levels of customer satisfaction and service quality for the pawn-broking company Ar-Rahnu in Kelantan, Malaysia. Three hundred (300) respondents were selected by choosing the sample through simple sampling or by quota sampling. The instrument used to collect the data was by a questionnaire that was filled out by the respondents and collected back on the same day. The information collected was analysed using inferential and descriptive methods. The descriptive analysis showed that the majority of the respondents were married women, 30-39 years old. The majority of the respondents also had an education level until secondary school (high school), but only 38% had an education level until diploma or degree. Most of the respondents were traders and made less than RM1000.00 per month. The main factor that motivated the respondents to obtain Ar-Rahnu services was that the company could handle problems that were not expected. Statistical methods showed that service quality at Ar-Rahnu Kelantan and Ar-Rahnu Bank Rakyat services is high. The research may show the level of service quality prepared by the Ar-Rahnu......

Words: 3872 - Pages: 16

Level of Satisfaction on Student Services

...AND INTERPRETATION OF DATA This chapter presents the answers to the specific problems earlier raised in the study. Problem 1. What is the demographic profile of the respondents in terms of their: 1.1. Age 1.2. Sex 1.3. Year Level 1.4. Social Economic Status 1.5. Honors and Awards Received 1.6. Study Habit 1.1. Profile of the Respondents as to Age The frequency distribution and percentages of the respondents age, gender, year level; and honors and awards received are shown in Table 2. As presented in the table, it showed that there are 173 respondents for ages 11-13 with 44.25%, while 192 respondents for 14-16 with 49.10% and for 17 and above, there were 26 respondents equivalent to 6.67%. Out of 391 respondents, an age 14-16 has the largest frequency. For the gender category, there was 183 males with 46.80% while 208 for females which is equivalent to 53.20%. For gender category, female has the largest number of frequency. Of the 391 respondents, there were 97 respondents in grade 7 with 24.81%, for the second year, there were 98 respondents which is equivalent to 25.06%, for the third year, there were 96 respondents and equivalent to 24.55% and 100 respondents with 25.58% for the fourth year. It shows that the fourth year level has the high frequency respondents. For the honors and awards received, there were 28 valedictorian, 24 salutatorian, 52 belong to the TOP 10, 19 who gained awards for sports, 32 academic awardees like best in math, English......

Words: 6153 - Pages: 25

Service Level Improvements at County Hospital

...Service Level Improvements County Hospital X-Ray Department Sullivan University MGT 620 David E. Beck Luke Bubenzer Joseph Brent Hardin Marco Monteiro Executive Summary County Hospital has identified an opportunity to improve the patient experience when utilizing the existing x-ray department. Patients have expressed dissatisfaction with the amount of time needed to complete the entire x-ray process. The process improvement team has identified several different tactics that can be pursued in order to improve the patient satisfaction. This proposal discusses several viable alternatives. X-Ray Department Current Operation Current system is not patient compatible in terms of time spent in the process. Current system is not patient compatible in terms of time spent in the process. The main concern with the current operation is the amount of time needed for each patient to complete the entire x-ray process. This process is defined as when the patient leaves his physician’s offices to go to the x-ray center. The process is complete when the patient leaves the x-ray center and the physician receives the developed x-rays via courier service. Excessive numbers of steps lead to patient dissatisfaction and excessive costs on wasted materials and labor. Excessive numbers of steps lead to patient dissatisfaction and excessive costs on wasted materials and labor. There are several keys steps in the process for each patient. The first step is......

Words: 2178 - Pages: 9

A Service Level Agreement for Provision of Specified It Services Between Finman Account Management, Llc, Datanal, Inc., and Minertek, Inc.

...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 Finman Account Management, LLC, employs more than 9,000 professional staff in 70 offices located in 20 countries and realizes gross income of nearly $4 billion annually. Finman provides a range of business management services and takes particular pride in staying abreast of information technologies, trends, and applications—particularly those that help control costs, eliminate overlap, and enhance efficiency and productivity. With more than 50 years experience in business management, Finman has gained a broad and deep understanding of their own and their customers’ resources, needs, and growth potential, particularly in the present rapidly evolving and expanding IT environment. After meticulous review, Finman has determined that with the assistance of the above-named firms, Finman will be positioned to significantly improve and expand its services to its existing customers and compete more effectively nationally and internationally. Datanal, Inc., was established by five IT......

Words: 1508 - Pages: 7

The Level of Satisfaction with Services of the Davao Doctors College: Basis for a Development Plan

...The Level of Satisfaction with Services of the Davao Doctors College: Basis for a Development Plan Lily B. Babayen-On Abstract This study was carried out to determine the level of satisfaction of students with the services of the Davao Doctors College and to take these points into consideration while making educational plans. Specifically, the study sought to find answers to seven questions related to the services of Davao Doctors College. The research methodology employed in the study was the descriptive design, specifically using a combination of the descriptive status and correlational survey. The correlational survey, was used to determine the relationship between and among the variables used in the study. The study was conducted at Davao Doctors College with 352 student-respondents who were enrolled in the different courses for the Summer 2007. Of all the services, guidance and counseling services was rated highest while canteen services, the lowest. The student respondents had only moderate satisfaction with the services of the Davao Doctors College. Students’ satisfaction was highest in the guidance and counseling services and lowest in the canteen services. It was shown that regardless of socio-educational characteristics, students’ satisfaction did not vary significantly. A notable finding is that implementation of services is significantly correlated to the satisfaction with the services received. Through multiple regression analysis, of the 12......

Words: 298 - Pages: 2

Public Services Level 3: Crime and Its Effects on Society Task 2

...BTEC Level 3 Subsidiary/Extended Diploma in Public Services Unit 12: Crime and its Effects on Society Assignment 2: Effects of crime and how the public services support victims and witnesses of crime In this assignment I will be examining and investigating the effects of crime on individuals, communities and business and discussing the role of services that support victims of crime and witness. There are a lot of people and communities that are impacted negatively by crime. However in the public service, there are approaches used in order to reduce crime, disorder and anti-social behaviour. This is done by using websites and wardens to keep track of recent crimes. Also I will be writing about how both public and third sector organisations support the victims of crime and the witnesses in order for them to feel safe giving information. (P4) Describe the effects crime has on the communities and individuals Crime has a lot of impact on the victims and other individuals that may be affected. Elderly, children, different cultures, etc. are all groups of people that are negatively impact by crime, but as they are different, some are affected more and some are not so bothered. • Elderly – elderly people are effected quite negatively by crime, this is because higher expectations of the community and they are a lot more vulnerable. If they are a target of crime they may feel helpless and very afraid. Even if the elderly are not first-hand victims of the crime, they may......

Words: 1755 - Pages: 8

Service Level Agreement and Service Management

...1 SERVICE LEVEL AGREEMENT(SLA) AND SERVICE MANAGEMENT 1.1 DEFINITION A service is a ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Service management is a business strategy that aims to upgrade the services that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. In order for a service to continous meet customers needs it must be managed this is because technology is always changing so as business environment due to this fact customers need will always vary time to time. The service level agreement can be defined as the contract between the service provider and customer that specifies number of measurable terms describing the quality, perfomance, Availability of the service, priorities,obligation of invloved parties,type of the service provided and mode of provision, The schedule for notification in advance of network changes that may affect users. Most common companies uses Service Level Agreement are in :-  Telecommunication companies  IT service providers  Internet Service Providers (ISP)  outsourcing. Most recently,Information System departments in organization has adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the organization) can be measured and justified. The service level......

Words: 1643 - Pages: 7

Public Service Level 3 Citizenship

...Diversity & Equality of services professional discussion Task one – Human Rights – United Nations Declaration of Human Rights On 10thDecember 1948, the United Nations Declaration of Human Rights were introduced, this Declaration include 30 rights and articles. These were introduced after world war two after lives and homes lost by millions, leaders of the world came together an a new organisation was set up it was named the United Nations, this was set up to stop wars and build a better world. The first job was to draw up Human Rights, these belong to everyone. They were developed to stop Atrocities against Jews, Prisoners of war and the population of Hiroshima and Nagasaki. (Atrocitiesis an extremely wicked or cruel act, usually causing physical or mental harm) The (UNDHR) will affect foreign nationals because if they come from a country which is part of the UN then they will have the same rights as anyone else in the UN. However if they are from a country outside of the UN then they will have the rights from their own country, religion and cultural backgrounds. The United Nations Declaration of Human Rights will only affect people who break the law such as entering the country illegally. This will affect them on a stop and search basis involving a strip search, this may affect their religious beliefs or their Human Rights which will be breached such as the freedom of choice or the freedom to live and work anywhere within the country. For example, Romanian......

Words: 3479 - Pages: 14

Agreement for Service

... 1.1 This Agreement for Professional Security Services (the "Agreement"), effective July 28,, 2014 tentatively. By and between EAGLE I SECURITY, a domestic business corporation registered with the Oklahoma Secretary of State, and Licensed CLEET, as Security Agency, with its principal office address at _P.O. Box 892513, Oklahoma City, OK 73189 (hereinafter “EAGLE I SECURITY”), and _______________________________________________________________ , (“hereinafter Client"). WHEREAS, Client finds that EAGLE I SECURITY is willing to perform Security Guard work hereinafter described in accordance with the provisions of this Agreement; and WHEREAS, Client finds that EAGLE I SECURITY is qualified, licensed, and insured to perform the work, all relevant factors considered, and that such performance will be in furtherance of Client's business. NOW, THEREFORE, in consideration of the mutual covenants set forth herein and intending to be legally bound, the parties hereto agree as follows: 1 SERVICES. 1.a Services to Client: EAGLE I SECURITY shall provide the following ("Services") to Client only: The protection of property of the client within the established area(s) of ________________________________________________________________________________, not including adjacent property, sidewalks, streets, wooded areas, residences, establishments, or businesses, or other areas not specifically indicated in this agreement. The designated areas shall......

Words: 2629 - Pages: 11

Analysis of Multi Level Cloud Computing Service

...owned by various users on the network instead of making use of a local server or a personal computer. The prime service models include the Platform-as-a-service model(PaaS), Software- as- a- service model (SaaS), Infrastructure-as-a-Service model (IaaS). IaaS is a third party service model which makes use of hardware, software, servers, storage and other infrastructure modules on behalf of the users on the network. IaaS provides the connected users with a web-based service to create, obliviate and administer storage and systems. Security remains a big issue of concern especially because the other service models run on top of the infrastructure layer. PaaS provides hardware and software equipments required for the development of applications to it’s users over the worldwide web. PaaS provides access to Application Program Interfaces( APIs) and other equipments necessary or developing applications without having to install the developing environment. SaaS gives the connected users access to software/ services available on the cloud. SaaS requires the Web Browser to to access the applications hosted by the cloud. Although this concept provides ease in terms of cost- cutting and low management requirement of systems, the data remains vulnerable to unauthorized interference and misuse. This poses a threat to data security which becomes a great concern on multiple levels and dimensions. This paper aims at highlighting each and every threat to data security in general and......

Words: 1461 - Pages: 6

Service Level Agreements

...SLA Matrix Service Request Matrix Change Order Table | Category to Assign | Resolution SLA | Description | Acct.Applications | 2 Bus Days | Account Creation CSS | Acct.Applications.CDM | 2 Bus Days | Account Applications CDM | Acct.Applications.DR Avenue | 2 Bus Days | Account Creation DR Avenue | Acct.Applications.PFX/ECS | 2 Bus Days | PFX/ECS | Acct.Email.Other | 2 Bus Days | Account Email | Acct.New | 2 Bus Days | Account Creation Active Directory | Acct.Term | COB | Security Employee Termination | Acct.Transfer | 5 Bus Days | Account Transfer requested | GSP.Kronos | 2 Bus Days | GSP Kronos | Hardware.Moves | 5 Bus Days | Hardware PC Moves | HW.Blackberry.New | 5 Bus Days | Phone New Blackberry | HW.Cellphone.New | 5 Bus Days | Phone New Cell Phone | HW.Moves | 5 Bus Days | Hardware Moves | HW.Network.New | 60 Days | Hardware New Network device | HW.PC.New | 5 Bus Days | Hardware New PC | HW.PC.Peripherals | 5 Bus Days | Hardware PC Peripherals | HW.PC.Refresh | 5 Bus Days | Hardware PC Refresh | HW.Phone.New | 5 Bus Days | Phone New Telephone | HW.Printers.New | 5 Bus Days | Hardware New Printer | HW.WirelessCard.New | 5 Bus Days | Wireless Aircards | LEH.Acct.Applications | 2 Bus Days | LEH Account Applications | LEH.Acct.New | 2 Bus Days | LEH Acct New | LEH.Acct.Term | COB | LEH Account Termination | LEH.HW.Blackberry.New | 5 Bus Days | LEH HW Blackberry New | LEH.HW.PC.NEW | 5 Bus Days | LEH PC New | ......

Words: 392 - Pages: 2

Service Level Agreement Template

...Service Level Agreement (SLA) for Customer by Company name Effective Date: 10-08-2010 |Document Owner: |Company name | Version |Version |Date |Description |Author | |1.0 |10-08-2010 |Service Level Agreement |Bob Smith | |1.1 |15-08-2010 |Service Level Agreement Revised |Dave Jones | | | | | | Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) |Approvers |Role |Signed |Approval Date | |Company name |Service Provider | |14-08-2010 | |Customer |Customer | |14-08-2010 | Table of Contents 1. Agreement Overview 3 2. Goals & Objectives 3 3. Stakeholders 3 4. Periodic Review 4 5. Service Agreement 4 5...

Words: 862 - Pages: 4

Autonation: Now Offering Navigational Service Plans and Agreements

...Navigational Service Plans and Agreements Cornelius L Davis (D01407581) Keller Graduate School of Business University Marketing Management MM522 Professor Lynn Szostek 09/11/2011 AutoNation: Now Offering Navigational Service Plans and Agreements Executive Summary AutoNation hired our firm, Cornel’s Strategic Marketing Incorporation to develop a marketing plan to sell global positioning systems (GPS) and offer an additional service program to service GPS systems. Cornel’s Strategic Marketing Incorporation has been in business since 1956 and has provided marketing plans to all types of businesses with great success. The following market plan sets the foundation to a successful project deployment. AutoNation is the top automotive retail industry with a strong brand name. Applying a new service for GPS systems will enhance the operation and provide an extra service to its customers. The additional service is in-line with AutoNations mission objectives. The GPS system is a hot commodity that gives customers an additional feature and benefit. Establishing a partnership with the top GPS manufacturers (TomTom, Garmin, and Magellan) increases the success rate of the marketing plan. Then the additional servicing programs of extended warranty, replacement program, upgrade program, installation, and set-up gives an added incentive with competitive pricing. Strategic development of the plan identified strengths and weaknesses. The strengths are magnified to a higher level......

Words: 6006 - Pages: 25

Labor Government Considers Collective Agreements Rather Than Individual-Level Agreements Are the Most Efficient and Productive Form of Workplace Arrangements for Business

...effective human resource management strategies and leadership. They encourage employee involvement in decision making and create a fair workplace environment (Boedker, et al., 2011). The employment contract or agreement is an important element of employment relations and it determines the pay, conditions of employment and way work is performed (Loudoun, et al., 2009). This paper will define collective and individual agreements, analyse the differences between them, examine the role of employee voice, trade union involvement and the role of the State and regulation of the industrial relations system. It will consider the impact of the agreements upon both employees and outcomes achieved by businesses and will make the argument that the most efficient and productive form of workplace arrangements for business are collective agreements. Collective Agreements Collective agreements are formal contracts that are negotiated between an employer and a group of employees that stipulate the terms and conditions of employment. This type of agreement exists in a more centralised industrial relations system, and this system is based upon compulsory conciliation and arbitration, a system that has been established since the Conciliation and Arbitration Act of 1904. Collective agreements exist in a pluralist work relations environment. The pluralist theory identifies that there are different sources of authority and loyalty within organisations and that these sources may have differences......

Words: 1959 - Pages: 8

Service Level Agreement

...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 and/or changing of features or functionality upon agreement of all parties and contingent upon satisfactory fulfillment of specified services, as determined by semiannual review. In addition, Finman may change, discontinue or add Service Level Agreements from time to time. 2. Parties to the Agreement Finman Account Management, LLC, employs more than 9,000 professional staff in 70 offices located in 20 countries and realizes gross income of nearly $4 billion annually. Finman provides a range of business management services and takes particular pride in staying abreast of information technologies, trends, and applications—particularly those that help control costs, eliminate overlap, and enhance efficiency and productivity. With more than 50 years experience in business management, Finman has gained a broad and deep understanding of their own and their customers’ resources, needs, and growth potential, particularly in the present rapidly evolving and expanding IT environment. After meticulous review, Finman has determined that with the assistance of the above-named firms, Finman will be positioned to significantly improve and expand......

Words: 2229 - Pages: 9