SLA template for an Ontologies Mapping Service

What is a Service Level Agreement Information (SLA)?

A Service Level Agreement is an important document that is used to define the level of a service that exists between a service provider and their customer.

The agreement is generally expressed in a simple language so that it can be clearly understood by the customer. The document may also include more technical terms for defining the service. The Service Level Agreement is often part of a wider service contract.

A Service Level Agreement can either be an informal contract between parties or a legally binding contract.

The SLA may address several areas including the availability of the service, the performance of the service, how it will operate, priorities, responsibilities of involved parties, guarantees and warranties.

As well as defining key areas, the Service Level Agreement may also specify a level of service, including targets and a minimum level that can be reached.

Some of the common uses for a Service Level Agreement would be for telecom companies, IT service providers, Internet Service Providers (ISP), ontologies mapping service providers and outsourcing.

Source: http://www.slatemplate.com/index.php

Version

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

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 Company name and Customer for the provisioning of ontologies mapping 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This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 ontologies mapping 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 ontologies mapping service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for ontologies mapping 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:

Ontologies Mapping Service Provider(s): Company name (“Provider”)

Ontologies Mapping Service 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: Company name

Review Period: Bi-Yearly (6 months)

Previous Review Date: DD-MM-YYYY

Next Review Date: DD-MM-YYYY

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 telephone support
• Monitored email support
• Remote assistance using Remote Desktop and a Virtual Private Network where available

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:

• Ontologies Mapping Service Requirements as defined in the separate document that accompanies this SLA.
• Meeting response times associated with service related incidents.
• Appropriate notification to the 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.

A security mechanism to manage access to mappings is available.

The relationship between the service provider and the Pistoia Alliance is in accord with all current policies.