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Binder Design SLA 2008

Service Level Agreement (SLA)For

National Bank

By Binder Design

Effective Date: 2, June, 2008

Company Name: Binder Design

Client Relationship Manager: Adam Merillo

1. Agreement Overview

This Agreement represents a Service Level Agreement (SLA or Agreement) betweenBinder Design and The National Bank for the provisioning of DIGITAL MEDIA servicesrequired to support and sustain the use of the package and training involved with this

product.

This Agreement remains valid until superseded by a revised agreement mutuallyendorsed by the stakeholders. Changes will be recorded in an Amendments section of thisAgreement and are effective upon mutual endorsement by the primary stakeholders.

This Agreement outlines the parameters of all DIGITAL MEDIA services covered as they

are mutually understood by the primary stakeholders.

The purpose of this Agreement is to ensure that resources are in place to provideconsistent DIGITAL MEDIA service support and delivery to the Client(s) by the ServiceProvider(s).

1. The following Client(s) will be used as the basis of the Agreement

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Must allow the provider to question the users so that he/she can improve their work

2.3. Service Provider Requirements

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

Always be available to assist in any problems with the product Must update the system (if necessary) until the end of this contract

Provide help with the use of this product

2.4. Service Measurement

The following measurements will be established and maintained by the ServiceProvider to ensure optimal service provision to the Client:

Measurement Definition Performance TargetUpdating Updating the software

packageKeeping the software updated

Service Repairing the package if thereare any issues

Keeping the software in optimalconduction

Training Training the client to use the package

Making sure the client knowswhat they are doing

2.5. Service Level Reporting

The Service Provider will supply the Client with the following reports on theintervals indicated:

Report Name Interval

2.6. Service Requests

In support of services outlined in this Agreement, the Service Provider willrespond to service related incidents and/or requests submitted by the Client within thefollowing time frames:Service Response TimeProduct not operational 1-2 day (Max)Software update 1-4 Days (Max)

2.7. Service Exceptions

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Any deviations from current policies, processes and standards are noted by thefollowing Service Exceptions: (Insert any special conditions / constraints related tocoverage times and dates)

Service Ref# Exception(s)

Repairs #9586 If the product constantly keeps breakingdownTraining #8547 If the Client constantly needs more

training

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