# Pozi Enterprise Cloud Service Level Agreement

For: [Customer]
By: Pozi Pty Ltd
Effective Date: 01 November 2021
Document Owner: Pozi Pty Ltd

Version

Version Number Date Description Authorization
1.0 28-Oct-2021 Initial version Simon O'Keefe

Approval

Name Role Signature Date
Pozi Pty Ltd Service Provider
[Customer] Customer

Last Review: 28-Oct-2021
Next Scheduled Review: 01-Nov-2023

# 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This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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.

# 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

# 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]

# 4. Service Agreement

# 4.1. Service Levels, Rankings, and Priority

Severity Level Description Target Response
1. Critical Service down Within 2 hours
2. Urgent Service affected, end-users impacted Within 4 hours
3. Important Potential for impact if not addressed Within 24 hours
4. Informational Inquiry for information Within 48 hours

# 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.

# 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