Service Name

Effective Date:

Service Level Agreement

mm-dd-yyyy

This document is owned and controlled by the Carnegie Mellon University Computing Services Division Planning and Project Management Office (PPMO). Contact
the PPMO to make changes to this document at cs-olasla@lists.andrew.cmu.edu.
#
0.0

Section
Agreement Details

Details
Agreement Duration:
Next Review Date:
This agreement is made between the following departments and covers the provisioning and support of the service
described herein. Any changes to this agreement must be mutually endorsed by all parties and communicated to the
Computing Services PPMO for appropriate tracking and documentation.

Signatories:
Department

1.0
2.0
3.0
4.0
5.0
6.0

Service Description
Scope of Agreement
Service Hours
Service Availability
Service Reliability
Customer Support

7.0
8.0
9.0
10.0
11.0

Escalation
Service Performance
Security
Responsibilities
Charges and Billing

12.0

Service Reporting

Amendments

Name

Position/Title

Date

Standard Support Hours:

Weekend Support Hours:
Escalation for non-standard customer support

Service Charge:
Cancellation Charge:
Support Charges:
Billing:
Service Reporting:
If either group feels that the terms and conditions of this SLA are not being met, they must contact:

URL: https://www.cmu.edu/computing/ppmo/ola-development/index.html

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