Divisional Services – Service Level Agreement
Service 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,
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 by
Service provider: / (Area / Office) / (Name of Director or Delegated Authority)
Signature:
Date:
Approved by Client: / (Area / Office) / (Name of Director or Delegated Authority)
Signature:
Date:
Service Level Agreement | 20 October 2015