Common Contracts
1 similar Service Level Agreement contracts
Service Level Agreement Directly BetweenService Level Agreement • March 26th, 2020
ITEM Description Page i) Document Control 3 ii) Acronyms 4 iii) Definitions 5 iv) Reference Documents 5 1 Introduction 6 2 General Overview 6 3 Service Level Agreement 6 3.1 Purpose 6 3.2 Assumptions 7 4.0 SLA Responsibilities 7 4.1 Service Provider’s Responsibilities 7 4.2 Client’s Responsibilities 7 5.0 SLA Management 7 5.1 Ticket Prioritization 7 5.2 Priority Definitions Table 8 5.3 Device Failure 8 5.4 Service Level Performance 8 5.5 Revisits due to Defect reoccurrence 8 5.6 Response Guidelines Table 8 5.7 Response Times to all Sites 9 6.0 Service Request Management 11 6.1 Fault alarms from the Network Management System. 11 6.2 Network Communication failure at TPL National Operation Centre. 11 6.3 Work flow Diagram for Ticket logging 12 7.0 Contractual Details 13 7.1 Skill Levels 13 7.2 Certification and Expiry 13 7.3 Penalties 13 7.4 Performance Management Meetings 13 7.5 Change Management 12 7.6 Service Level 12 7.7 Willingness to Negotiate 13
