ServiceLevelAgreement-SLA-Template.docx

The following Service Level Agreement will be incorporated into the resulting contract. Service Provider should update each section below with applicable service level information and provide to the agency for review. Supplier should use “Track Changes” when completing edits. A formal SLA will be implemented as a result of this solicitation. DWR will not accept Service Provider standard SLA, this document must be edited and returned with applicable redlines.

Service Level Agreement (SLA) Between

SERVICE PROVIDER

and Department of Wildlife Resources

Effective Date: 1-28-2025

Version

Table of Contents

1.

Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Company name (Service Provider) and the Department of Wildlife Resources (DWR or “Customer”) for the provisioning of Magazine Fulfillment services required to support and sustain the Virginia Wildlife Magazine.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all Fulfillment services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent fulfillment service support and delivery to the DWR by the Service Provider.

The goal of this Agreement is to obtain mutual agreement for fulfilment service provision between the Service Provider and DWR.

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 and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Service Provider(s): Company name. (“Provider”) Customer(s): Department of Wildlife Resources (“Customer”)

4.

Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business Relationship Manager: Company name Review Period: Yearly (12 months) Previous Review Date: xx-xx-xxxx Next Review Date: xx-xx-xxxx

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement;

· Manned telephone support

· Monitored email support

· Order Accuracy

· On-Time Delivery

· Planned or Emergency Remote/Virtual assistance to DWR Contract Administrator

· Monthly system health check

5.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

· Payment for all support costs at the agreed interval.

· Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

· Meeting response times associated with service-related incidents.

· Appropriate notification to Customer for all scheduled maintenance.

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

· Changes to services will be communicated and documented to all stakeholders.

· Fulfillment services require coordination with Agency print vendor

· Service Provider is only responsible for providing a fulfillment file to the print vendor, Service Provider does not handle the mailing

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

· Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday

· Calls received outside of business hours should at a minimum provide a voice recording of office hours and instruct caller to call back during office hours.

· Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

· Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day

6.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

· 0-8 hours (during business hours) for issues classified as High priority.

· Within 48 hours for issues classified as Medium priority.

· Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

6.3. Performance Reporting

Service Provider will track and report on SLA compliance metrics (response times, resolution times, etc.) on a weekly basis.

· Order Accuracy: Service Provider can track and report the percentage of orders correctly fulfilled without errors

· On-Time Delivery: Services Provider can track and report the percentage of orders delivered within the agreed timeframe

· Return/Cancellation Processing Time: Service Provider can track and report the time taken to process a return/cancellation

6.4. Penalties

Service Provider may be subject to financial penalties for consistent failure to meet agreed-upon SLAs.

6.5. Issue Resolution and Escalation Procedures

Service Provider shall provide escalation procedures based on incident criticality. A clear escalation process will be defined for situations where SLAs are not met.

Incident Priority Levels:

· Critical:

System outages, major application failures impacting business operations.

· High:

Significant service disruptions, impacting a large number of users or critical business processes.

· Medium:

Service interruptions affecting a smaller number of users or non-critical business functions.

· Low:

Minor service disruptions, requests for information or assistance, or non-urgent issues.

Service Level Agreement

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Service Level Agreement