Divisional Services – Service Level AgreementService Provider: (Area / Office) (Name of Director or Delegated Authority)

Client: (Area / Office) (Name of Director or Delegated Authority)

Agreed on: (Date)

Period covered: (Dates covering the period of operation of the agreement)

Next review: (Date or as required by agreement)

Prepared by: (Area / Office and name of person)

Service scope: (Scope and high level summary of the services to be covered by this Service Level Agreement)

For example:The scope of services that are covered by this agreement are as follows: Budgeting, Forecasting and Analysis Management, Communications services for students,

Service levels: (Detailed services and responsibilities to be provided by the Service Provider)

For example:The following specific services are to be provided by the Office of _____________ as part of this Agreement:Budgeting, Forecasting and Analysis Management: Coordinate budgeting & forecasting activities (including mentoring clients in accounting

functions),

Communications services for students: Develop and implement communication strategies (including developing communication

materials) in consultation with internal and external stakeholders,

Client Responsibilities:

(Detailed responsibilities to be assumed by the Office receiving services)

For example:The following responsibilities are to be assumed by Office of _____________ in order to assist and support the Service Provider in delivering the agreed services as covered by this Agreement:Budgeting, Forecasting and Analysis Management: To provide operational input into budget requirements, To provide dates for when financial information needs to be submitted ,

Communications services for students: Coordinate the participation of clients/customers in planning sessions, Provide content and approval for communication as required within agreed timeframes,

S e r v i c e L e v e l A g r e e m e n t | 20 October 2015

Service Provider: (Area / Office) (Name of Director or Delegated Authority)

Escalation/dispute resolution:

The primary stakeholders agree to work together in good faith to resolve any matter requiring their direction or resolution.The resolution of any dispute or non-performance will be dealt with by escalation to:

The Director ( ) and the Director ( ), or

The Vice-President ( ) and the Vice-President ( ).

Approved byService provider:

(Area / Office) (Name of Director or Delegated Authority)

Signature:

Date:

Approved by Client:(Area / Office) (Name of Director or Delegated Authority)

Signature:

Date:

S e r v i c e L e v e l A g r e e m e n t | 20 October 2015