Professional Documents
Culture Documents
for
Dream Reality
by
Marina Berson
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Marina Graphic Design and Dream Reality for the provisioning of DIGITAL MEDIA
services required to support and sustain client website.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by
the stakeholders. Changes will be recorded in an Amendments section of this Agreement and
are effective upon mutual endorsement by the primary stakeholders.
This Agreement outlines the parameters of all DIGITAL MEDIA services covered as they are
mutually understood by the primary stakeholders.
The purpose of this Agreement is to ensure that resources are in place to provide consistent
DIGITAL MEDIA service support and delivery to the Client(s) by the Service Provider(s).
The Client Relationship Manager is responsible for 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 Client
Relationship Manager will incorporate all subsequent revisions and obtain mutual
agreements / approvals as required.
3. Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing
support of this Agreement.
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Designate two or more individuals to serve as the official liaison and a backup liaison(s).
Provide Service administrators with contact information (name, email, Phone).
Maintain Customer equipment and internet connection to ensure reliable connectivity to the
server.
Contact the Administrators to report any problems with the service as soon as they are noticed.
If Customer files require more strict security measures than is usual and customary, the
Customer and Service provider will discuss the issues and together form a best plan of action.
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2.4. Service Measurement
The following measurements will be established and maintained by the Service Provider
to ensure optimal service provision to the Client:
The Service Provider will supply the Client with the following reports on the intervals
indicated:
In support of services outlined in this Agreement, the Service Provider will respond to
service related incidents and/or requests submitted by the Client within the following
time frames:
Service Response Time
User Account creation 1 business day
Password Reset 2 Hours
Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:
Service Ref# Exception(s)
Application/web server 1 Security Compromise, power failure, telecom
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failure
Database Server 2 Security Compromise, power failure, Telecom
failure