Service Level Agreement (SLA)

Project Name: ______

2.SLA Between: Solution Provider Name: ______Customer Name: ______

Contents:

Service Level Agreement Page 1 of 4 3.General Overview This Service Level Agreement documents the application development & support services provided by the .

The services will be provided for the applications listed in this agreement that supports for . The ultimate objective of this Agreement is to document application development & support maintenance services and resource allocations to ensure quality and timely delivery of services to , for existing applications supported.

4.Affected Parties The parties affected by this SLA are:

5.Contact Persons Customer Solution Provider

6.Agreement Term & Review The duration of this agreement is from through . The parties agree to review this existing SLA for potential renewal, no later than June 1 of 2013.

The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement will remain in effect. Last review: ; Next review:

7.Applications Supported Application Platform

Service Level Agreement Page 2 of 4 8.Standard Services Provided (for Supported Applications)  Application Development & Support  Database Design, Development & Support  Backend Data and File Processing Development & Support  Trouble Shooting (activities related to correcting application, database, or backend data and file processing issues for supported applications)

9.Service Measures and Reporting The following objectives will be measured at the end of the agreement term: Objective (examples) Measure Implement prioritized enhancements and fixes for supported applications Reduce the number of data change requests for supported applications Reduce the number of emergency change requests for supported applications

10. Additional Services Provided

11. Release Schedule (for Supported Applications) Version #’s will be assigned to each application release.

Proposed Release Dates (Example of quarterly release schedule): Start Date End Date UAT Completed Staging Date Production Date 7/2/2012 9/26/2012 9/14/2012 9/14/2012 9/26/2012 9/17/2012 12/19/2012 12/7/2012 12/7/2012 12/19/2012 12/10/2013 3/27/2013 3/15/2013 3/15/2013 3/27/2013 3/18/2013 6/19/2013 6/7/2013 6/7/2013 6/19/2013

Note: Changes to Release Dates due to legislative or business need, will be accommodated for by adjusting planned release dates and release scope accordingly.

12. Resource Allocations Name Role (e.g. Developer, Analyst, etc.) Allocation (e.g. 50%) Service Provided (for each application)

Service Level Agreement Page 3 of 4 Total resources for the terms of this agreement are e.g. 2.5 total resources allocated.

13. Charges   FTE’s will use appropriate charge codes in People First and allocate their hours in People First in accordance with the agreed upon resource allocations above.

14. Signatures of Approval By signing below, all parties agree to the terms and conditions described in this Agreement.

15. Solution Provider Management Name Title Signature Date

16. Customer Management Name Title Signature Date

Service Level Agreement Page 4 of 4