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Service Level Agreement Template 3

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Service Level Agreement Template 3 Page 2
Service Level Agreement Template 3
4. Scope of Services:
[The scope of services should provide a detailed description of IT services that will be provided
by the secretariat. Ideally, it should provide performance goals or metrics for success. In some
cases, SIOs might elect to organize this section in two parts, one delineating the roles and
responsibilities of the secretariat, and one delineating the roles and responsibilities of the agency.]
Example 1:
Portal Support
Portal support services will be available 100% of the time on each workday between
08:00a.m and 5:00p.m. Coverage during other periods will be provided as identified below.
Liaison support services with Portal Operations supplied by ITD at the MITC are available
100% of the time each workday.
All feedback comments and questions received from the public as well as internal sources
will be tracked and forwarded to the appropriate agency contact.
Agency Liaisons requesting services for posting content in the HHS/Mass.gov Portal
should complete a “Content Submission request form,” attach content and e-mail to HHS
WEB Services mailbox at hhswebservice@state.ma.us. Content Submission forms can be
found at http://healthnet.ehs.govt.state.ma.us/eohhs/eohhs_web_intranet.htm. All requests
must comply with the stated legal statutes and internal policies set forth by Mass.gov and
HHS with regard to ADA Compliance and all other relevant content development
guidelines.
Category
Hours
Notes
Normal Business Day
8:00 AM to 5:00 PM
Monday thru Friday.
Holiday Coverage
None
On Call could be utilized if funding exists
Off-Hours(Non-business hours,
and weekends) Coverage
On Call
Coverage will be provided only for HHS Statewide
emergencies
Inclement Weather Coverage
8:00 AM to 5:00 PM
Monday thru Friday.
Skeleton staffing will be available if possible.
The table below identifies specific responsibilities and availability for various
services related to the HHS Portal Support.
Service
ITS Responsibilities
Availability
Standard Portal
Service
Includes:
Content update availability
Ensures integrity of Info Architecture
Liaise with ITD for Portal
availability/performance
Usage statistics furnished on request
Public Feedback referrals
Normal Business
Hours as described
above.
Portal availability
24/7
Agency Liaison
Administration
Portal Team availability for:
Answering Questions
Presentations to agency SMEs
Creating Feature Stories
Normal Business
Hours as described
above
Service Level Agreement Template 3