Android 移动项目的SLA（服务水平协议）
我正在寻找创建SLA（服务级别协议）的模板。谁能帮帮我吗 谢谢朋友们 致以最诚挚的问候。请参阅： 服务级别协议（SLA）Android 移动项目的SLA（服务水平协议）,android,iphone,ipad,mobile,Android,Iphone,Ipad,Mobile,我正在寻找创建SLA（服务级别协议）的模板。谁能帮帮我吗 谢谢朋友们 致以最诚挚的问候。请参阅： 服务级别协议（SLA） 用于：客户名称 作者：公司名称 生效日期：2012年10月6日 文件所有者： 公司名称 版本 版本 日期 描述 作者 1.0 01-10-2012 服务水平协议 鲍勃·史密斯 1.1 06-10-2012 修订服务水平协议 戴夫·琼斯 认可 （通过在下方签字，所有批准人同意本协议中概述的所有条款和条件。） 批准人 角色 签名 批准日期 公司名称 服务提供商 08-10-201
用于：客户名称
作者：公司名称
生效日期：2012年10月6日
文件所有者：
公司名称
版本
版本
日期
描述
作者
1.0
01-10-2012
服务水平协议
鲍勃·史密斯
1.1
06-10-2012
修订服务水平协议
戴夫·琼斯
认可
（通过在下方签字，所有批准人同意本协议中概述的所有条款和条件。）
批准人
角色
签名
批准日期
公司名称
服务提供商
08-10-2012
顾客
顾客
08-10-2012
目录
1.协议概述
本协议代表公司名称和客户之间的服务级别协议（“SLA”或“协议”），以提供支持和维持产品或服务所需的IT服务
本协议在被利益相关者共同认可的修订协议取代之前保持有效
本协议概述了主要利益相关者相互理解的所有IT服务的参数。除非本协议明确规定，否则本协议不取代当前的流程和程序
2.目标及；目标
本协议的目的是确保适当的要素和承诺到位，以便服务提供商向客户提供一致的IT服务支持和交付
本协议的目标是在服务提供商和客户之间就提供IT服务达成相互协议
本协议的目标是：
- o明确提及服务所有权、责任、角色和/或责任
- o向客户提供清晰、简洁和可测量的服务描述
- o将预期服务提供的感知与实际服务支持相匹配；交货
3.利益相关者
以下服务提供商和客户将作为本协议的基础，并代表与本SLA相关的主要利益相关者：
IT服务提供商：公司名称。（“供应商”）
IT客户：客户（“客户”）
4.定期审查
本协议自本协议规定的生效日期起生效，直至另行通知为止。本协议应至少每财年审查一次；但是，现行协议将继续有效，以代替在规定的任何期限内进行审查
业务关系经理（“文件所有者”）负责促进定期审查本文件。本文件的内容可根据需要进行修改，前提是获得主要利益相关者的共同同意并传达给所有受影响方。文件所有者将纳入所有后续修订，并根据需要获得双方协议/批准
业务关系经理：公司名称
审查期：每两年（6个月）
上次审核日期：2012年9月28日
下次审核日期：2012年11月7日
5.服务协议
以下详细的服务参数是服务提供商在本协议持续支持中的责任
5.1. 服务范围
本协议涵盖以下服务：
- o有人电话支持
- o受监控的电子邮件支持
- o使用远程桌面和虚拟专用网络（如果可用）进行远程协助
- o计划或紧急现场援助（额外费用适用）
- o每月系统健康检查
5.2.2顾客要求
支持本协议的客户责任和/或要求包括：
- o按照约定的时间间隔支付所有支持费用。
<p><b>for: <i>Customer name</i></b></p>
<p><b>by: <i>Company name</i></b></p>
<p><b>Effective Date: October 6, 2012</b></p>
<table class="slatable" border="1" cellpadding="4" cellspacing="0">
<tbody>
<tr>
<td valign="top"><p><b>Document Owner:</b></p></td>
<td valign="top"><p><i>Company name</i></p></td>
</tr>
</tbody>
</table>
<p><b>Version</b></p>
<table class="slatable" border="1" cellpadding="4" cellspacing="0">
<tbody>
<tr>
<td valign="top"><p>Version</p></td>
<td valign="top"><p>Date</p></td>
<td valign="top"><p>Description</p></td>
<td valign="top"><p>Author</p></td>
</tr>
<tr>
<td valign="top"><p>1.0</p></td>
<td valign="top"><p>01-10-2012</p></td>
<td valign="top"><p>Service Level Agreement</p></td>
<td valign="top"><p>Bob Smith</p></td>
</tr>
<tr>
<td valign="top"><p>1.1</p></td>
<td valign="top"><p>06-10-2012</p></td>
<td valign="top"><p>Service Level Agreement Revised</p></td>
<td valign="top"><p>Dave Jones</p></td>
</tr>
</tbody>
</table>
<p><b>Approval</b></p>
<p><i>(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)</i></p>
<table class="slatable" border="1" cellpadding="4" cellspacing="0">
<tbody>
<tr>
<td valign="top"><p>Approvers</p></td>
<td valign="top"><p>Role</p></td>
<td valign="top"><p>Signed</p></td>
<td valign="top"><p>Approval Date</p></td>
</tr>
<tr>
<td valign="top"><p><i>Company name</i></p></td>
<td valign="top"><p>Service Provider</p></td>
<td valign="top"></td>
<td valign="top">08-10-2012</td>
</tr>
<tr>
<td valign="top"><p>Customer</p></td>
<td valign="top"><p>Customer</p></td>
<td valign="top"></td>
<td valign="top">08-10-2012</td>
</tr>
</tbody>
</table>
<p><b>Table of Contents</b></p>
<p><a class="slaindex" href="#_AgreementOverview">1. Agreement Overview.. 3</a></p>
<p><a class="slaindex" href="#_GoalsAndObjectives">2. Goals & Objectives. 3</a></p>
<p><a class="slaindex" href="#_Stakeholders">3. Stakeholders. 3</a></p>
<p><a class="slaindex" href="#_PeriodicReview">4. Periodic Review.. 4</a></p>
<p><a class="slaindex" href="#_ServiceAgreement">5. Service Agreement 4</a></p>
<p><a class="slaindex" href="#_ServiceScope">5.1. Service Scope. 4</a></p>
<p><a class="slaindex" href="#_CustomerRequirements">5.2. Customer Requirements. 5</a></p>
<p><a class="slaindex" href="#_ServiceProviderRequirements">5.3. Service Provider Requirements. 5</a></p>
<p><a class="slaindex" href="#_ServiceAssumptions">5.4. Service Assumptions. 5</a></p>
<p><a class="slaindex" href="#_ServiceManagement">6. Service Management 6</a></p>
<p><a class="slaindex" href="#_ServiceAvailability">6.1. Service Availability. 6</a></p>
<p><a class="slaindex" href="#_ServiceRequests">6.2. Service Requests. 6</a></p>
<br>
<h1 class="h1heading"><a name="_AgreementOverview">1. Agreement Overview</a></h1>
<p>This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between <i>Company name</i> and <i>Customer</i> for the provisioning of IT services required to support and sustain the <i>product or service</i>.</p>
<br>
<p>This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.</p>
<br>
<p>This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.</p>
<h1 class="h1heading"><a name="_GoalsAndObjectives">2. Goals & Objectives</a></h1>
<p>The <b>purpose</b> of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). </p>
<p>The <b>goal</b> of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).</p>
<p>The <b>objectives</b> of this Agreement are to:</p>
<ul class="serviceslist">
<li>o Provide clear reference to service ownership, accountability, roles and/or responsibilities.</li>
<li>o Present a clear, concise and measurable description of service provision to the customer.</li>
<li>o Match perceptions of expected service provision with actual service support & delivery.</li>
</ul>
<h1 class="h1heading"><a name="_Stakeholders">3. Stakeholders</a></h1>
<p>The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the <b>primary</b> <b>stakeholders</b> associated with this SLA:</p>
<br>
<p><b>IT Service Provider(s):</b> <i>Company name</i>. ("Provider")</p>
<p><b>IT Customer(s):</b> <i>Customer</i> ("Customer")</p>
<b><br>
</b>
<h1 class="h1heading"><a name="_PeriodicReview">4. Periodic Review</a></h1>
<p>This Agreement is valid from the <b>Effective Date </b>outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. </p>
<br>
<p>The <b>Business Relationship Manager</b> ("Document Owner") is responsible for facilitating 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 Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. </p>
<br>
<p><b>Business Relationship Manager:</b> <i>Company name</i></p>
<p><b>Review Period: </b>Bi-Yearly (6 months)</p>
<p><b>Previous Review Date:</b> September 28, 2012</p>
<p><b>Next Review Date:</b> November 7, 2012</p>
<h1 class="h1heading"><a name="_ServiceAgreement">5. Service Agreement</a></h1>
<p>The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. </p>
<h2 class="h2heading">5.1. <a name="_ServiceScope">Service Scope</a></h2>
<p>The following Services are covered by this Agreement; </p>
<ul class="serviceslist">
<li>o Manned telephone support</li>
<li>o Monitored email support</li>
<li>o Remote assistance using Remote Desktop and a Virtual Private Network where available</li>
<li>o Planned or Emergency Onsite assistance (extra costs apply)</li>
<li>o Monthly system health check</li>
</ul>
<h2 class="h2heading">5.2.<a name="_CustomerRequirements">Customer Requirements</a></h2>
<p><b>Customer</b> responsibilities and/or requirements in support of this Agreement include: </p>
<ul class="serviceslist">
<li>o Payment for all support costs at the agreed interval.</li>
<li>o Reasonable availability of customer representative(s) when resolving a service related incident or request.</li>
</ul>
<h2 class="h2heading">5.3. <a name="_ServiceProviderRequirements">Service Provider Requirements</a></h2>
<p><b>Service Provider</b> responsibilities and/or requirements in support of this Agreement include: </p>
<ul class="serviceslist">
<li>o Meeting response times associated with service related incidents.</li>
<li>o Appropriate notification to Customer for all scheduled maintenance.</li>
</ul>
<h2 class="h2heading">5.4.<a name="_ServiceAssumptions">Service Assumptions</a></h2>
<p>Assumptions related to in-scope services and/or components include:</p>
<ul class="serviceslist">
<li>o Changes to services will be communicated and documented to all stakeholders.</li>
</ul>
<h1 class="h1heading"><a name="_ServiceManagement">6. Service Management</a></h1>
<p>Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.</p>
<h2 class="h2heading">6.1. <a name="_ServiceAvailability">Service </a>Availability</h2>
<p>Coverage parameters specific to the service(s) covered in this Agreement are as follows:</p>
<ul class="serviceslist">
<li>o Telephone support : 9:00 A.M. to 5:00 P.M. Monday - Friday</li>
<li>o Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service</li>
<li>o Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday</li>
<li>o Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day</li>
<li>o Onsite assistance guaranteed within 72 hours during the business week</li>
</ul>
<h2 class="h2heading">6.2.<a name="_ServiceRequests">Service Requests</a></h2>
<p>In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: </p>
<ul class="serviceslist">
<li>o 0-8 hours (during business hours) for issues classified as <b>High</b> priority.</li>
<li>o Within 48 hours for issues classified as <b>Medium</b> priority.</li>
<li>o Within 5 working days for issues classified as <b>Low</b> priority.</li>
<li>o Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.</li>