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Divisional Services – Service Level AgreementService Provider: (Area / Office) (Name of Director or Delegated Authority)
Client: (Area / Office) (Name of Director or Delegated Authority)
Agreed on: (Date)
Period covered: (Dates covering the period of operation of the agreement)
Next review: (Date or as required by agreement)
Prepared by: (Area / Office and name of person)
Service scope: (Scope and high level summary of the services to be covered by this Service Level Agreement)
For example:The scope of services that are covered by this agreement are as follows: Budgeting, Forecasting and Analysis Management, Communications services for students,
Service levels: (Detailed services and responsibilities to be provided by the Service Provider)
For example:The following specific services are to be provided by the Office of _____________ as part of this Agreement:Budgeting, Forecasting and Analysis Management: Coordinate budgeting & forecasting activities (including mentoring clients in accounting
functions),
Communications services for students: Develop and implement communication strategies (including developing communication
materials) in consultation with internal and external stakeholders,
Client Responsibilities:
(Detailed responsibilities to be assumed by the Office receiving services)
For example:The following responsibilities are to be assumed by Office of _____________ in order to assist and support the Service Provider in delivering the agreed services as covered by this Agreement:Budgeting, Forecasting and Analysis Management: To provide operational input into budget requirements, To provide dates for when financial information needs to be submitted ,
Communications services for students: Coordinate the participation of clients/customers in planning sessions, Provide content and approval for communication as required within agreed timeframes,
S e r v i c e L e v e l A g r e e m e n t | 20 October 2015
Service Provider: (Area / Office) (Name of Director or Delegated Authority)
Escalation/dispute resolution:
The primary stakeholders agree to work together in good faith to resolve any matter requiring their direction or resolution.The resolution of any dispute or non-performance will be dealt with by escalation to:
The Director ( ) and the Director ( ), or
The Vice-President ( ) and the Vice-President ( ).
Approved byService provider:
(Area / Office) (Name of Director or Delegated Authority)
Signature:
Date:
Approved by Client:(Area / Office) (Name of Director or Delegated Authority)
Signature:
Date:
S e r v i c e L e v e l A g r e e m e n t | 20 October 2015