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Operational Level Agreement
"Need an Operational Level Agreement to establish service standards between our IT department and finance division in Singapore, with specific focus on critical system availability during trading hours and incident response times for our new trading platform launching in March 2025."
1. Parties: Identification of service provider and internal customer/department
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Level Targets: Specific, measurable performance metrics
6. Monitoring and Reporting: How service levels will be measured and reported
7. Roles and Responsibilities: Clear delineation of each party's obligations
1. Change Management: Procedures for implementing changes to services and associated processes
2. Disaster Recovery: Procedures and protocols for ensuring service continuity in emergency situations
3. Security Requirements: Specific security protocols, standards and compliance requirements for service delivery
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and measurement targets
2. Schedule 2 - Technical Specifications: Detailed technical requirements, configurations and service parameters
3. Schedule 3 - Escalation Matrix: Contact details and procedures for issue escalation and resolution
4. Schedule 4 - Price Schedule: Cost allocation or chargeback mechanisms if applicable
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