<p> Service Level Agreement (SLA)</p><p>Project Name: ______</p><p>1.</p><p>2.SLA Between: Solution Provider Name: ______Customer Name: ______</p><p>Contents:</p><p>Service Level Agreement Page 1 of 4 3.General Overview This Service Level Agreement documents the application development & support services provided by the <insert Solution Provider Organization – Division>. </p><p>The services will be provided for the applications listed in this agreement that <Solution Provider> supports for <insert Customer Organization – Division>. 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 <Customer>, for existing applications supported. </p><p>4.Affected Parties The parties affected by this SLA are: <insert Customer Organization – Division> <insert Solution Provider Organization – Division></p><p>5.Contact Persons Customer Solution Provider</p><p>6.Agreement Term & Review The duration of this agreement is from <start date> through <end date>. The parties agree to review this existing SLA for potential renewal, no later than June 1 of 2013.</p><p>The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement will remain in effect. Last review: <date>; Next review: <date></p><p>7.Applications Supported Application Platform</p><p>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)</p><p>9.Service Measures and Reporting The following objectives will be measured at the end of the agreement term: Objective (examples) Measure Implement prioritized <insert target goals> enhancements and fixes for supported applications Reduce the number of data <insert target goals> change requests for supported applications Reduce the number of <insert target goals> emergency change requests for supported applications</p><p>10. Additional Services Provided <list any non-standard services provided during terms of SLA></p><p>11. Release Schedule (for Supported Applications) Version #’s will be assigned to each application release. </p><p>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</p><p>Note: Changes to Release Dates due to legislative or business need, will be accommodated for by adjusting planned release dates and release scope accordingly.</p><p>12. Resource Allocations Name Role (e.g. Developer, Analyst, etc.) Allocation (e.g. 50%) Service Provided (for each application)</p><p>Service Level Agreement Page 3 of 4 Total resources for the terms of this agreement are <insert total allocated> e.g. 2.5 total resources allocated.</p><p>13. Charges  <insert cost of contract employees>  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.</p><p>14. Signatures of Approval By signing below, all parties agree to the terms and conditions described in this Agreement.</p><p>15. Solution Provider Management Name Title Signature Date</p><p>16. Customer Management Name Title Signature Date</p><p>Service Level Agreement Page 4 of 4</p>