ITSM – Service Level Agreement
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- Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between 13936139 Canada Inc. and the users of the platform www.stuntbusiness.ca for the provisioning of IT services required to support and sustain the products or services.
- Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider. The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Customer(s).
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.
- Stakeholders
The following Service Provider and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
- Periodic Review
This Agreement is valid from the date May 28, 2024 outlined herein and is valid until further notice.
- 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;
- Ticket support
- Email support: tech@stuntbusiness.ca
- Telephone support: +1 (613) 816 0508
5.2. Customer Requirements
Customer responsibilities in support of this Agreement include:
- Reasonable availability of customer representative(s) when resolving a service related incident or request.
5.3. Service Provider Requirements
Service Provider responsibilities in support of this Agreement include:
- Meeting response times associated with service related incidents.
- Appropriate notification to the Customer for all scheduled maintenance as shown below:
5.4. Service Assumptions
Assumptions related to in-scope services include:
- Changes to services will be communicated and documented to all stakeholders.
- 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:
| Item | Schedule | Weekdays |
|---|---|---|
| ITSM support | 10 AM - 5 PM | Monday - Friday |
| Email support | 10 AM - 5PM | Monday - Friday |
| Telephone support | 10 AM - 5PM | Monday - Friday |
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:
| Item | Minimum Response Time | Maximum Response Time |
|---|---|---|
| ITSM request | 30min | 2h30min |
| Email request | 30min | 2h30mim |