Annexure B 
                             SLA Template 
               (Do not fill out the attached, Annexure C servers as an attachment for your clarity.) 
                        
        	
                                              	
  
         
                                                                                                      
               
                                                           
                            Contract/ Service Level Agreement (SLA) 
                                                   Between 
                  Government Pensions Administration Agency (GPAA) 
                                                      And 
                                                           
               
              Effective Date:  
               
               
               
              Document Owner:                    
               
              Version 
               
              Version    Date          Description                              Author 
              1.0                      Contract/ Service Level Agreement         
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
               
              Service	
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  Agreement	
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                                            Table of Contents 
                                             
                                            1.	
           Agreement Overview ............................................................................................................................................ 4	
  
                                            2.	
           Goals and Objectives ............................................................................................................................................ 4	
  
                                            3.	
           Stakeholders .......................................................................................................................................................... 4	
  
                                            4.	
           Periodic Review .................................................................................................................................................... 5	
  
                                            4.1.	
              This Agreement is valid from the Effective Date outlined herein and is valid for a period of 36 months. 
                                            Extension of this Agreement will entertain a revision by ………. prior to the expiration date. Should the need arise 
                                            to review this agreement stakeholders will mutually agree and endorse the revision which will then supersede this 
                                            agreement, in lieu of a review during any period specified, the current Agreement will remain in effect. ................... 5	
  
                                            4.2.	
              The Business Relationship Manager of………. is responsible for facilitating any reviews of this document. 
                                            Contents of this document may not be amended. A new revision document will incorporate any revisions and state 
                                            mutual agreements/approvals based on the new document. .......................................................................................... 5	
  
                                            4.3.	
              Business Relationship Manager: ....................................................................................................................... 5	
  
                                            4.4.	
              Scope Agreement .............................................................................................................................................. 5	
  
                                                   The following detailed scope parameters are the responsibility of ………… in the supply, install and maintenance 
                                                   (for the 36 month period) of the Security Solution (CCTV cameras and components) ............................................ 5	
  
                                                   4.1.	
              Service Scope ................................................................................................................................................ 5	
  
                                                   4.2.	
              GPAA Requirements .................................................................................................................................... 5	
  
                                                   4.3.	
              Provision of Service ...................................................................................................................................... 6	
  
                                                   4.4.	
              Recommended Spares List ........................................................................................................................... 7	
  
                                                   4.5.	
              Service Assumptions .................................................................................................................................... 7	
  
                                            5.	
           Service Management ............................................................................................................................................ 7	
  
                                                   5.1.	
              Service Availability ...................................................................................................................................... 7	
  
                                                   5.2.	
              Service Requests ........................................................................................................................................... 8	
  
                                                   5.3.	
              Incident Management ................................................................................................................................... 8	
  
                                                   5.4.	
              Reporting of Incidents / Service Request ..................................................................................................... 8	
  
                                                   5.5.	
              Additional Fees ............................................................................................................................................. 8	
  
                                            6.	
           Agreement termination ......................................................................................................................................... 9	
  
                                            7.	
           Disclaimer; Limitation of Liability ....................................................................................................................... 9	
  
                                            8.	
           Cancellation .......................................................................................................................................................... 9	
  
                                            9.	
           Access to the Site ................................................................................................................................................ 10	
  
                                            10.	
          General ................................................................................................................................................................ 10	
  
                                            11.	
          Force Majeure ..................................................................................................................................................... 11	
  
                                            12.	
          Business address and notices .............................................................................................................................. 11	
  
                                            13.	
          Disputes .............................................................................................................................................................. 12	
  
                                             
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                 1.  Agreement Overview 
                       
                      1.1.     This Agreement represents a Service Level Agreement (“SLA” and “Agreement”) 
                               between  …………. (Hereon referred to  as……..)  and  the  Government  Pensions 
                               Administration  Agency  (hereon  referred  to  as  GPAA)  for  the  provisioning  of 
                               technical services required to implement and support and sustain operations of the 
                               integrated  security  system  and  all  subsystems  thereof  (as  per  PO  0028873  and 
                               corresponding approved Scope of Work) 
                      1.2.     The Client - means the Government Pensions Administration Agency (GPAA), a 
                               government component established by proclamation in terms of the provisions of the 
                               Public  Service  Act,  Proclamation  103  of  1994  and  as  recorded  in  Government 
                               Notice 231 of 26 March 2010. 
                      1.3.     This Agreement remains valid until a revised agreement is mutually agreed upon and 
                               endorsed by the stakeholders (see 3. Stakeholders). 
                 2.  Goals and Objectives 
                  
                      2.1.     The  purpose  of  this  Agreement  is  to  ensure  that  the  proper  elements  and 
                               commitments are in place ensuring on-going operation of the installed integrated 
                               security  solution  as  well  as  updated  operating  techniques  by  maintaining  service 
                               support and delivery to GPAA 
                      2.2.     The goal of this Agreement is to obtain a mutual beneficial agreement for technical 
                               service provision between ……… and GPAA. 
                      2.3.     The objectives of this Agreement are to: 
                               2.3.1.  Provide clear reference to service ownership, accountability, roles and/or 
                                        responsibilities 
                               2.3.2.  Present a clear, concise and measureable description of service provision to 
                                        GPAA. 
                               2.3.3.  Match perceptions of expected service provision with actual service support 
                                        and delivery.  
                 3.  Stakeholders 
                       
                      0.1.     ……….., the Provider and GPAA, the client will be the primary stakeholders 
                               associated with this SLA:	
  
                       
                               a.   Technical Service Provider: ………….. 
                               b.   Client: GPAA (Government Pensions Administration Agency) 
                 Service	
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  Agreement	
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