This Service Level Agreement (SLA) outlines the expectations and responsibilities between [Service Provider] and [Client] for the delivery of services as part of the Enterprise Architecture initiative.
The purpose of this SLA is to define the service requirements and to establish clear performance metrics that the service provider must meet. It aims to ensure a mutual understanding of service provisions and to facilitate communication between the parties involved.
The following performance metrics will be monitored to ensure quality of service:
Metric | Definition | Target | Reporting Frequency |
---|---|---|---|
Service Availability (%) | Percentage of time the service is operational | 99.9% | Monthly |
Response Time (hours) | Time taken to respond to service requests | < 2 hours | Monthly |
Resolution Time (hours) | Time taken to resolve service issues | < 4 hours | Monthly |
Changes Implemented (per month) | Number of changes delivered | Minimum 10 changes | Monthly |
[Service Provider]
[Client]
This SLA is agreed upon by the parties below:
[Service Provider]
[Client]