Basic Service Level Agreement for IT & Digital Marketing Services | Alex Denne 

Service Level Agreement (SLA)

for: {Customer}
by: Alex Denne
Effective Date: 18th April 2018

Document Owner: Alex Denne
Version 1.0: Published 18th April 2018 by Alex Denne, Service Level Agreement (SLA)

(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

{Customer} as Customer on {Date}

Alex Denne as Service Provider on {Date}


Table of Contents

1. Agreement Overview.
2. Goals & Objectives. 
3. Stakeholders. 
4. Periodic Review.
5. Service Agreement
5.1. Service Scope.
5.2. Customer Requirements.
5.3. Service Provider Requirements.
5.4. Service Assumptions.
6. Service Management
6.1. Service Availability.
6.2. Service Requests.

1. Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Alex Denne and {Customer} for the provisioning of IT services required to support and sustain the product or service.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT & digital marketing  services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT & digital marketing service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT & digital marketing service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT & Digital Marketing Service Provider(s): Alex Denne. ("Provider")

IT Customer(s): {Customer} ("Customer")

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager ("Document Owner") is responsible for facilitating 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 Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business Relationship Manager: Alex Denne

Review Period: Yearly (12 months)

Previous Review Date: April 18, 2018
Next Review Date: April 17, 2019

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement;

  • Manned Phone Support
  • Manned Website Support
  • Manned Social Media Support
  • Manned Email Support
  • Remote Assistance via Google Hangouts, Skype or other screen sharing tool.
  • Planned or Emergency Onsite Marketing assistance (extra costs apply)
  • Digital Marketing Strategy with the provision of targets, including but not limited to Social Media, Search Engine Optimisation, Email Marketing, Lead Generation and Online Advertising
  • Regular Reporting on progress towards targets as set out by the Digital Marketing Strategy
  • Remote Website Design, Development and Provision via a third party tool such as WordPress, Joomla, Drupal, Shopify, Squarespace or other.
  • Provision of Technical SEO guidance, to be implemented by your developers (or mine if required)

5.2.Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

Meeting response times associated with service related incidents.
Appropriate notification to Customer for all scheduled maintenance.

5.4.Service Assumptions

Assumptions related to in-scope services and/or components include:

Changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Telephone support : 07:30 A.M. to 9:00 A.M. and 19:00 P.M to 21:00 PM Monday - Friday
Calls received out of hours will be forwarded to an answering machine and best efforts will be made to answer / action the call.
Email support: Monitored 07:30 A.M. to 9:00 A.M. and 19:00 P.M to 21:00 PM Monday - Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Onsite assistance guaranteed within 72 hours only when between 07:30 A.M. to 9:00 A.M. during the business week.

6.2.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 Customer within the following time frames:

Within 1-2 working days for issues classified as High priority (and where an SMS has been sent to notify the service provider of the urgency).
Within 3-5 working days for issues classified as Medium priority.
Within 5-10 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.