Service Level Agreement
Contents:
1. Service Level Agreement
i. Statement Of Intent ii. Objectives of Service Level Agreement iii. Period of Agreement iv. Review Procedure
v. Representatives vi. Reference Documents vii. Service Level Monitoring viii. Complaints
2. Software Support Customer’s Responsibilities
i. Functional Overview ii. Hours of Operation iii. Response Times iv. Priority Level Response Times
v. Support Available
3. SunGard Responsibilities
i. Functional Overview ii. Hours of Operation iii. Response Times iv. Service Level Targets
4. Software Support Services
i. Software Support
Section 1 – Service Level Agreement
i. Statement of Intent
This agreement is made between SunGard Financial Systems (“Company”) and its Software Support Customer’s (“Customer”). The aim of this agreement is for reliable and efficient service to be provided by Company to Customer for the duration of the agreement. The set of the objectives which comply with this service level agreement are stated in the following section (Section 1.2).
This agreement is dependent upon both Company and Customer understanding and completing their outlined responsibilities. A co-operative relationship should be created between both parties in order to reach the expected service levels.
ii. Objectives of Service Level Agreement
1. To provide a clear and concise description of all responsibilities which are expected of both Company and Customer.
2. To provide a realistic account of the services which the Company have agreed to complete in relation to any problems the Customer may encounter with the software they have purchased.
3. To ensure that the Company abides to the conditions of the services that they have agreed to provide.
4. To document the date of which the agreement is due to commence and the duration of time that it will be in progress.
5. To establish a functional environment where timely and effective support can be provided to the Customer.
6. To provide both parties
1. Service Level Agreement
i. Statement Of Intent ii. Objectives of Service Level Agreement iii. Period of Agreement iv. Review Procedure
v. Representatives vi. Reference Documents vii. Service Level Monitoring viii. Complaints
2. Software Support Customer’s Responsibilities
i. Functional Overview ii. Hours of Operation iii. Response Times iv. Priority Level Response Times
v. Support Available
3. SunGard Responsibilities
i. Functional Overview ii. Hours of Operation iii. Response Times iv. Service Level Targets
4. Software Support Services
i. Software Support
Section 1 – Service Level Agreement
i. Statement of Intent
This agreement is made between SunGard Financial Systems (“Company”) and its Software Support Customer’s (“Customer”). The aim of this agreement is for reliable and efficient service to be provided by Company to Customer for the duration of the agreement. The set of the objectives which comply with this service level agreement are stated in the following section (Section 1.2).
This agreement is dependent upon both Company and Customer understanding and completing their outlined responsibilities. A co-operative relationship should be created between both parties in order to reach the expected service levels.
ii. Objectives of Service Level Agreement
1. To provide a clear and concise description of all responsibilities which are expected of both Company and Customer.
2. To provide a realistic account of the services which the Company have agreed to complete in relation to any problems the Customer may encounter with the software they have purchased.
3. To ensure that the Company abides to the conditions of the services that they have agreed to provide.
4. To document the date of which the agreement is due to commence and the duration of time that it will be in progress.
5. To establish a functional environment where timely and effective support can be provided to the Customer.
6. To provide both parties