INTRODUCTION

The aim of this agreement is to provide a basis for close co-operation between Bulloo Shire Council and Tenderer, for ICT management and support services to be provided by the Tenderer to the Bulloo Shire Council, thereby ensuring a timely and efficient support service is available to Council end users. This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

OBJECTIVES OF SERVICE LEVEL AGREEMENTS

1. To create an environment which is conducive to a co-operative relationship between the Tenderer and Bulloo Shire Council to ensure the effective support of end users.

2. To document the responsibilities of all parties taking part in the agreement.

3. To ensure that Bulloo Shire Council achieves the provision of a high quality of service for end users with the full support of the Tenderer.

4. To define the commencement of the agreement, its initial term and the provision for reviews.

5. To define in detail the service to be delivered by the Tenderer and the level of service which can be expected by Bulloo Shire Council, thereby reducing the risk of misunderstandings.

6. To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels.

7. To provide for all parties to the service level agreement a single, easily referenced document which caters for all objectives as listed above.