INTERNAL SERVICE LEVEL AGREEMENT
FOR
IT SUPPORT SYSTEM
BETWEEN
AZTECH
AND
PROCTOR AND GAMBLE
Help Using This Template
This document is a template for establishing a service level agreement, as well as a service catalogue, between an internal
IS/IT group and an internal business unit (divisions, departments, etc…). If the service catalogue is developed elsewhere,
you can remove the service catalogue section and refer to the catalogue via hyperlink. If no cost/chargeback is associated
with any service, remove all reference to cost.
A similar template exists in the SIM that is more appropriate for outsourced support SLAs.
Delete this box after reading.
CONFIDENTIAL
Internal Service Level Agreement
Revision History
Revision # Date Author Comment
1.0 21/02/2022 Shivangi Srivastava Original Document
<Revision frequency is determined by the SLA
end date. Annual updates are recommended.>
Table of Contents
1. Parties and Timeline................................................................................................................................3
2. Service Components................................................................................................................................3
3. Service Catalogue.....................................................................................................................................4
3.1. Service Desk Support........................................................................................................................4
3.2. <Additional Services>........................................................................................................................5
4. Changes & Review...................................................................................................................................5
5. Signatures................................................................................................................................................6
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Internal Service Level Agreement
1. Agreement Overview
This service level agreement is between the service provider:
Aztech
And the client:
Proctor and Gamble
It is valid from 16/06/2021 to 3/01/2023
This service level agreement is effective as of the date of the signatures below. The client and the
service provider shall review at least quarterly to determine if any modifications or amendments are
needed to reflect the client’s support requirements and service provider’s services.
The purpose of this service level agreement is to document the service delivery of the service
provider to the client. The service provider shall deliver the services set forth in this document.
The primary contact of the service provider for issues concerning this SLA is:
James Nick
IT Support Specialist
Aztech Support team
9897645959
Service Components
The following table describes the components to which the services in the Service Catalogue may
apply. Components include applications, networking components, data stores, etc… Reliability
indicates the percentage of uptime that the service provider promises.
Component Name Reliability
Software
Aztech Help Desk <98%>
<Web Site> <95%>
<Email> <97%>
<Databases>
Hardware
<Servers>
<Desktops>
<Printers>
Infrastructure
<WAN>
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Internal Service Level Agreement
<LAN>
<Internet>
2. Goals and Objectives :
The goal of this Agreement is to obtain mutual agreement between Aztech and Proctor
and Gamble
The objectives of this Agreement are to:
a. Provide a thorough understanding of service ownership and the roles and
responsibilities.
b. This Agreement represents a concise description of the services provided by the
Service Provider.
c. Match perceptions of expected service provision with actual service support &
delivery.
3. Service Catalogue
The services in the Service Catalogue are described in the following format.
Description
Delivery Scope Identifies those eligible to receive the service. If it applies to the entire client,
Component Scope Incident management
Standard Service Help desk service published within and offered to customers via the IT Service
Features Catalog at URL
Non-Standard Identifies any options that are serviceable but non-standard.
Options
Service Hours Regular hours Monday, Tuesday, Thursday and Friday Wednesday. 8:15 a.m. –
5:00 p.m. 8:15 a.m. – 6:30 p.m. Extended hours Monday through Friday.
Service Initiation Service can be initiated through email, phone and intranet help desk ticket.
Service Support Identifies how the client can receive help if problems should occur.
Service Resolution Defines when the service provider will consider the service request to be
resolved. Many services can be resolved in multiple ways.
Costs Identifies any one-time or on-going costs, who will incur them and how they
will be settled.
Wait Time The time the client should expect to wait from the initiation of the service to
resolution.
Notes Any additional information relevant to the service.
The service provider will provide the following services to the client.
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Internal Service Level Agreement
3.1. Service Desk Support
Description Client support provided to contact the service provider and gain access to all
services. It acts as a single point of contact between the service provider and
clients. Service requests are tracked, monitored and managed to ensure
consistent and reliable service.
Delivery Scope All clients
Component Scope All components
Standard Service Client assistance Monday to Friday, 8:00 – 5:00
Features Emergency after-hours support is available outside of normal business
hours
Service Hours Available Monday to Friday, 8:00 – 5:00, excepting government holidays
Service Initiation Local Yellowknife Phone: 1-867-
Toll Free: 1-
Email: @
Fax: 1-
Service Support Updates on service desk tickets can be obtained by contacting the service desk
through the channels listed above.
Service Resolution Services requests through the Service Desk are considered resolved when the
ticket issued is closed.
Wait Time Wait time depends on the service requested.
3.2. <Additional Services>
<Repeat for each service. Consider both routine (automatic, scheduled) and non-routine (upon
request) services.>
Description
Delivery Scope
Component Scope
Standard Service
Features
Non-Standard
Options
Service Hours
Service Initiation
Service Support
Service Resolution
Reliability
Wait Time
Costs
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Internal Service Level Agreement
4. Changes & Review
Changes to this document may be proposed by business or IT representatives; however, no
amendments will be made without approval from both parties. This document will be regularly
reviewed for currency and effectiveness. The next review date is noted in the document control section
of the SLA.
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Internal Service Level Agreement
5. Signatures
For the service provider: For the client:
Name: _________________________________ Name: _________________________________
Signature: ______________________________ Signature: ______________________________
Title: __________________________________ Title: __________________________________
Date: __________________________________ Date: __________________________________
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