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Pozi Enterprise Cloud Service Level Agreement
For: [Customer] By: Pozi Pty Ltd Effective Date: 01 November 2021 Document Owner: Pozi Pty Ltd
Version
Approval
Last Review: 28-Oct-2021 Next Scheduled Review: 01-Nov-2023
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1. Contents
This is a Service Level Agreement (SLA) between [Customer] and Pozi Pty Ltd for the provisioning of IT services required to support and sustain the customer's instance of Pozi App.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders.
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2 Goals and Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to [Customer] by Pozi Pty Ltd.
The goal of this Agreement is to obtain mutual agreement for IT service provision between Pozi Pty Ltd and [Customer].
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities
- Present a clear, concise and measurable description of service provision to the customer
- Match perceptions of expected service provision with actual service support & delivery
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3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
- Service Provider: Pozi Pty Ltd
- Customer: [Customer]
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4. Service Agreement
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4.1. Service Levels, Rankings, and Priority
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4.2. Responses and Responsibilities
[Customer] responsibilities:
- [Customer] should provide all necessary information and assistance related to service performance that allows the Pozi Pty Ltd to meet the performance standards as outlined in this document.
- [Customer] shall inform Pozi Pty Ltd regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
Pozi Pty Ltd responsibilities:
- Pozi Pty Ltd will act as primary support provider of the services herein identified except when third-party vendors are employed who shall assume appropriate service support responsibilities accordingly.
- Pozi Pty Ltd will inform [Customer] regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
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4.3. Service Availability
Service coverage by the Pozi Pty Ltd as outlined in this agreement follows the schedule specified below:
- Phone support: 9:00 A.M. to 5:00 P.M, Monday to Friday, except public holidays
- Email support: 9:00 A.M. to 5:00 P.M, Monday to Friday, except public holidays