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Service Level Agreement Template 3

Service Level Agreement Template 3
Service Level Agreement Template 3
Service Level Agreement Template:
[Note: not all sections listed below will be applicable in every situation.]
Executive Office of XXXX
Service Level Agreement
Description of Performance
Information Technology Services
1. Parties:
[List all agencies that are party to the SLA and will be signatories, i.e. the Executive
Office and all agencies within that secretariat that will receive IT services]
Example:
The Executive Office of Health and Human Services (EOHHS) is the principal agency
for all departments, commissions, offices, boards, divisions, institutions and other entities
within the executive office pursuant to Massachusetts General Laws Chapter 6A Section
16.
The Department of Elder Affairs is a department within EOHHS pursuant to
Massachusetts General Laws Chapter 6A Section 16.
The Department of Public Health is a department within EOHHS pursuant to
Massachusetts General Laws Chapter 6A Section 16.
Etc.
2. Statement of Purpose:
[This is a general statement outlining the purpose or objective of the SLA.]
Example:
The purpose of this Service Level Agreement (SLA) is to improve administrative efficiency
and service delivery, better support department operations and preserve fiscal resources by
centrally managing information technology functions that are common to the separate
agencies, departments, offices, divisions and commissions within EOHHS.
3. Definitions:
[This is an optional section that may be used to define terms that are referred to
frequently throughout the SLA.]
Service Level Agreement Template 3
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