OIS Client Services:
Service Level Agreement
Prepared by: OIS Client Services.
Presented to: UNC School of Medicine
Date:
July 24, 2007
Page 2
Client Services SLA.doc
Prepared by: OIS Client Services.
Service Level Agreement
Purpose ........................................................................................................ 3
Scope of Agreement ..................................................................................... 3
Services Provided Under This Agreement .................................................................................................. 3
Other Services Provided Under This Agreement ......................................................................................... 4
Changes to Service Level Agreement ........................................................... 5
Amendment to Agreement ......................................................................................................................... 5
Renewal of Agreement .............................................................................................................................. 5
Processes and Procedures Related to This Agreement ................................ 5
Ticket Management Process ....................................................................................................................... 5
Ticket Acknowledgement .......................................................................................................................... 5
General Terms and Conditions ..................................................................... 6
Term of Agreement ................................................................................................................................... 6
Approvals .................................................................................................................................................. 6
Key Contacts .............................