Service Level Agreement Canada

In this section, it is recognized that the document will be modified over time to reflect the evolution of the relationship and the addition or removal of services under the AD. In the first year of operation, the AD is expected to undergo a semi-annual review. The review should be conducted annually in subsequent years. The Treasury Board`s contractual policy defines a contract as “an agreement between a contracting authority and a person or company to provide a service, provide a service, build a plant or lease real estate for a reasonable consideration.” Contracts are a legally enforceable agreement between the contracting parties and are subject to the requirements set out in treaty policy. The speed and ease of developing a service contract depends on many factors. Service agreements can be concluded quickly and easily if the service relationship is relatively simple and well understood and there are few problems to be resolved. However, the preparation of more complex service agreements (for example. B to maximize the use of resources, responding to government planning activities, or supporting horizontal initiatives between two or more departments) usually requires additional time and effort. As part of the service agreement with a customer service for the provision or organization of accommodation and assistance abroad, Division X sets up one or more SLAs dealing with items such as communication, accommodation, office space and security. Given the entry into force of the services agreement, it is important that the transition from implementation to operations is well managed and consistent with the objectives and commitments of the various parties. The activities and reporting schedules of implementation documents (e.g. B SLA) are a means of determining compliance with the commitments made under the agreement. Service agreements are an important risk management and mitigation tool that helps assistant managers meet their responsibilities and account capabilities.

Assistant directors should have a clear plan on how risk is managed when entering into a contract or service contract, particularly when they relate to their account capabilities. The complexity and degree of cooperation should support the approach to risk management and the degree of detail sought. In addition to managing and reducing specific commissioning risks (as identified in a horizontal risk assessment), an updated Business Continuity Plan (PCO) should serve as a guide for the re-establishment of a partially or totally interrupted service after a disaster or prolonged outage. Conversely, the ability to quickly adapt and add new services in emergency situations, such as disaster assistance or the ability to continue to provide services for such a period of time, should be taken into consideration. “Costs” refer to the resources used by a service provider to provide a service. This section outlines the general financial terms of the relationship. In cases where only one agreement is required, this section describes the structure of specific charges and/or the agreement to pool resources for the service concerned. In the case of more complex agreements, these details would generally appear in the ma- or ALS, the agreement being the general principles of the financial settlement in question.


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