APPENDIX D: SERVICE LEVEL AGREEMENT TEMPLATE
DRAFT SERVICE LEVEL AGREEMENT(NAME OF BUSINESS UNIT)
[IT organization name], version 1.0
Business Unit Sponsor:
Business Unit Working Client(s):
IT Division, Customer Relationship Executive:
October 17, 2001
Version: 1.0
DRAFT SERVICE LEVEL AGREEMENT
INTRODUCTION
The purpose of this Service Level Agreement (SLA) is to establish agreedupon service levels for the maintenance and enhancement of [name of business unit’s] existing information technology assets, for the XXXX fiscal year. Information Technology’s (IT) objective is to satisfy you, our customer, by providing dependable service and timely responses to your business priorities and information technology problems in the most cost effective ...
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