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Internal Service Level Agreement Between Departments
"I need an Internal Service Level Agreement Between Departments to formalize the IT support services provided by our Technology department to the Finance department, with specific response times for different priority levels and monthly performance reporting requirements, to be implemented from March 2025."
1. Parties: Identification of departments involved in the agreement, including department heads and authorized representatives
2. Background: Context of the agreement and relationship between departments
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided between departments
5. Service Levels: Specific performance metrics, KPIs, and measurement criteria
6. Roles and Responsibilities: Clear delineation of each department's obligations
7. Reporting and Review: Regular reporting requirements and review procedures
1. Cost Allocation: Internal charging mechanisms for cross-charging between departments
2. Resource Management: Allocation and management of shared physical or human resources
3. Data Protection: Specific data handling and protection requirements for personal or sensitive data
4. Business Continuity: Procedures for maintaining service during disruptions, applicable for critical services
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance metrics and targets
2. Schedule 2 - Escalation Matrix: Contact details and procedures for issue escalation
3. Schedule 3 - Reporting Templates: Standard formats for regular reporting
4. Schedule 4 - Operating Procedures: Detailed workflow and process documentation
5. Schedule 5 - Rate Card: Breakdown of internal costs for cross-charging purposes
Authors
Business Day
Business Hours
Commencement Date
Confidential Information
Core Services
Critical Incident
Deliverables
Department Representatives
Effective Date
Emergency Maintenance
Escalation Process
Key Performance Indicators (KPIs)
Maintenance Window
Normal Business Operations
Operating Hours
Performance Metrics
Priority Levels
Provider Department
Recipient Department
Reporting Period
Response Time
Review Period
Service Credits
Service Hours
Service Levels
Service Requirements
Service Standards
Support Services
Term
Termination Date
Working Hours
Service Level Requirements
Performance Metrics
Response Times
Reporting Requirements
Key Performance Indicators
Resource Allocation
Roles and Responsibilities
Operating Hours
Communication Protocols
Escalation Procedures
Quality Standards
Monitoring and Review
Change Management
Cost Allocation
Confidentiality
Data Protection
Internal Compliance
Dispute Resolution
Force Majeure
Service Availability
Business Continuity
Documentation Requirements
Training and Support
Record Keeping
Service Modifications
Amendment Procedures
Review Periods
Performance Reporting
Capacity Management
Resource Sharing
Issue Management
Service Recovery
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