Periodic Review for Customer by Tampa Bay Office Furniture Inc.

            SLA agreement will remain valid until further notice of renewal from its effective date that outlined herein. This agreement will review by the various parties at least per annum according to the fiscal year, therefore agreement is not required to be reviewed other than this in any specified period of time.

            The BRM (business-relationship manger) who is also referred as the owner of document has responsibility to facilitates consistent reviews of this agreement. This document can be edited according to its content which is required and it is provided by the mutual agreement that acquired by the key stakeholders. Than it will communicates to all affected parties. All subsequent revisions will be incorporated by the owner of this document and he is also responsible for the incorporation of the required approval as well as for obtaining the mutual agreement.

Business Relationship Manager: Tampa Bay Office Furniture Inc

Period of revision or review: Twice in year (semi-annually)

Previous Review Date: 01-August-2018

Next Date for Document Review: 01-December-2019

Service Agreement for Customer by Tampa Bay Office Furniture Inc.

In this SLA agreement the service providers has responsibility for the following details of the service parameters.

Standard Service Features for Customer by Tampa Bay Office Furniture Inc.

            The standard service feature of the organization includes as the all features that are necessary to present the product in the front of the customers. It includes the quality of the products and specification of the products that is asked by the customer.

Optional Features of Service for Customer by Tampa Bay Office Furniture Inc.

            The optional service features are including as the features that are provided with products additional which are not required by the customer but it provides to the customer to enhance their satisfaction level.  Such as the manual enters along with the accounting system of the Tampa Bay Office Furniture Inc

 Delivery Scope and Channels for Customer by Tampa Bay Office Furniture Inc.

This agreement is developed to covered the following services that are provided by the IT department of the Tampa Bay Office Furniture Inc

Remote assistance through remote desktop along with the private virtual network at where it is required

System of the health check at monthly basis

Monitored email support

Planned or emergency if apply extra cost

Manned telephone support

Requirements from Customer for Customer by Tampa Bay Office Furniture Inc.

Customer requirements and customer responsibilities regarding this SLA agreement are enlisted;

At the agreed interval payment for all type of the support cost

Presence of the customer representatives in reasonable way at the time of resolving the incident related to the service related

Service Provider Requirements for Customer by Tampa Bay Office Furniture Inc.

Service requirements and customer responsibilities regarding this SLA agreement are enlisted;

For all schedule maintenance and the suitable notifications for the customers

To meet the responses timely that is linked with related incidents.

Assumptions of Service for Customer by Tampa Bay Office Furniture Inc.

The assumptions that are relevant to the in-scope components and services are included as;

Changes in the services are required to be discussed with the stakeholders through communication or documentations.

Service Management for Customer by Tampa Bay Office Furniture Inc.

            In scope of services the effective support is resulted by maintaining the consistent level of services and the relevant details is provided in the following sections for monitoring and service availability.

Availability of Services for Customer by Tampa Bay Office Furniture Inc.

Particular for the services the coverage parameters that are covered or discussed in this agreement are;

The support of the telephone will be available: 9:00 (in morning) to 5:00 (in evening) from Monday to the last working day Friday.

        The received calls after the timings of office that will be forwarded on the mobile numbers and for answering the action the best effort will be made; therefore, there must be backup service for answering the phone calls.

The support of the Email will be available: 9:00 A.M. to 5:00 P.M. Monday – Friday

The Email that is received after the office timings that will be collected meanwhile there is no guarantee for their accurate response till the next working day.

The assistance for onsite is guaranteed within 72 hours during working days

Service Requests for Customer by Tampa Bay Office Furniture Inc.

                In order to supporting the service that are presented in SLA agreement the service provider will have responsibility for the services that are related request submitted by the customer and incidents according to the delaine.

8 hours required for solving issues that are classified as high priority

before 48hours all issues of the medium priority will be fixed

For solving the issues of low priority 5 working days are require

            In line the assistance through remote access will be ensured with previously (above mentioned) discussed scales of time while considering the importance of priority of support requests.