Service Level Agreement

1. Overview

This is a Service Level Agreement (SLA) between [Customer) and 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

SLAService Level Agreement Customer
Customer[Customer Name]
LoanVaultNewLine's automated underwriting software/platform
AccuracyThe 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 Servicelevel 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 DepartmentNewLine's Information Technology department.
MTTRMean 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.
HelpdeskNewLine's Client Services department monitors JIRA Service Management and resolves the Issue.
TicketThe 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.