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CSC-F-029-Service-Level-Agreement-Template.md

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CSC-F-029-Service-Level-Agreement-Template.md

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qms_version 2.2.0
sop_id
sop_version
template_id CSC F.029
template_version 2.0.1
record_version
record_id SLA-001
title Service Level Agreement

Service Level Agreement

General
Template ID CSC F.026
Template Version 2.0.1
QMS Version 2.2.0
SOP ID CSC PR.001
SOP Version 2.0.1
Regulatory References
Author
Approval

Purpose

This document describes the level of service that the clinical scientific computing department will provide to the host department that {{device.name}} {{device.version}}.

Scope

This document applies to {{device.name}} release {{device.version}}.

Definitions

Term Definition

Agreement

1. Introduction

1.1 Purpose of Agreement

1.2 Parties to the agreement

1.3 Date of Commencement

1.4 Review and expiration date

2. Service Description

2.1 Description of application

2.2 Scope of services provided

2.3 Service availability

3. Roles and responsibilities

3.1 Host department responsibilities

3.2 CSC responsibilities

3.3 Joint Responsibilities

4. Performance metrics

4.1. System Uptime and reliability

4.2 Response time for support requests

5. Support Services

5.1 Technical Support Hours

5.2 Contact information for support services

5.3 Priority Levels for issues

6. Service management

6.1 Service reporting

6.2 Incident Management

6.3 Change control

7. Business Continuity Plan

7.1 Risk assessment

7.2 Business impact analysis

7.3 Continuity strategies

7.4 Recovery objectives

7.5 Data Backup and recovery Procedures

8. Security and confidentiality

8.1 Data Security Measures

8.2 Confidentiality agreements

8.3 Compliance with relevant regulations

9. Service review and improvements

9.1 Regular review meetings

9.2 Service improvement plans

9.3 Customer feedback mechanisms

10. Costs and charges

10.1 Service costs

10.2 Billing procedures

10.3 Payment Terms

11. Legal and compliance

11.1 Compliance with laws and regulations

11.2 Intellectual property rights

11.3 Confidentiality and data protection

12. Escalation Procedures

12.1 Escalation Pathway

12.2 Resolution Time frame

13. Termination and Exit Strategy

13.1 Termination Clauses

13.2 Transition Services

14. Signatures

14.1 Signatory from Host dept

14.2 Signatory from Clinical Scientific Computing Department

Appendix