Service Level Agreement
1. Overview
This is a Service Level Agreement (SLA) between [Customer) and NewLine.ai. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY.
2. Definitions
Definitions of terms in SLA
| Term | Description |
|---|---|
| SLA | Service Level Agreement Customer |
| Customer | [Customer Name] |
| LoanVault | NewLine's automated underwriting software/platform |
| Accuracy | The relationship between actual performance of a task and the standard set for that task. The measurements used in relation to a task can include time or number of occurrences. Averages or aggregations of time or occurrences can be used. For example, the standard response time from the submission of a request until the request is satisfied ('standard- or "s") divided by the actual response time ("actual" or 'a"). This can be expressed as a fraction, decimal, or most often a percentage—"s" divided by "a" multiplied by 100. |
| Timeliness Service | level performance often depends on tasks in the overall process being completed within standard time frames; failure to complete a task within Its standard period may result in delay or failure of a process. Timeliness can be expressed in terms of accuracy as described. |
| IT Department | NewLine's Information Technology department. |
| MTTR | Mean time to repair-a basic measure of the maintainability of repairable Items. It represents the average time required to repair a failed component or device. |
| Helpdesk | NewLine's Client Services department monitors JIRA Service Management and resolves the Issue. |
| Ticket | The creation of a task in JIRA Service Management describing the issue. |
3. Purpose
The purpose of this SIA is to specify the requirements of the SaaS service as defined here
- Requirements for SaaS service that will be provisioned to [Customer)
- Agreed service level targets as defined in 5.1 KPI and Metrics
- Measurement method and evaluation of performance to servIce level standards.