Crucial Accountability PDF Free Download

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95+ FREE PLAN Templates - Download Now Adobe PDF, Microsoft Word (DOC), Microsoft Excel (XLS), Google Docs, Apple (MAC) Pages, Google Sheets (SPREADSHEETS), Apple (MAC) Numbers, Microsoft Publisher. Watching a 3-minute overview of Crucial Accountability Training Watching a free on-demand web seminar on Crucial Accountability Crucial Accountability Tips When you’re facing a complex accountability conversation and are trying to decide where to begin, remember to put it to the CPR test.

Dec 30, 2019 Step - By Step To Download/Read online PDF Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition: 1. Click Download or Read Online Button 2. Crucial Accountability Companion Course Details. Crucial Accountability Chapter 1. Crucial Accountability Impact Map. Advantage Way Learner’s Guide. Crucial Accountability Participation Preparation Sheets. Crucial Conversations Training Suite Position Paper. Impact Map – Crucial Conversations Suite Training Workshop. Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, David Maxfield What to do Before, During, and After an accountability discussion. BEFORE an accountability discussion 1.

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Crucial Accountability Tools for Resolving Violated Expectations Broken Commitments and Bad Behavior Second Edition

Author: Kerry Patterson,Joseph Grenny,Ron McMillan,Al Switzler,David Maxfield
Publsiher: McGraw-Hill Professional
Total Pages: 336
Release: 2013-06-21
ISBN 10: 0071830596
ISBN 13: 9780071830591
Language: EN, FR, DE, ES & NL
Crucial Accountability Tools for Resolving Violated Expectations Broken Commitments and Bad Behavior Second Edition Book Review:

Hold anyone accountable. Master performance discussions. Get RESULTS. Broken promises, missed deadlines, poor behavior--they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently. PRAISE FOR CRUCIAL ACCOUNTABILITY: 'Revolutionary ideas ... opportunities for breakthrough ...' -- Stephen R. Covey, author of The 7 Habits of Highly Effective People 'Unleash the true potential of a relationship or organization and move it to the next level.' -- Ken Blanchard, coauthor of The One Minute Manager 'The most recommended and most effective resource in my library.' -- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada 'Brilliant strategies for those difficult discussions at home and in the workplace.' -- Soledad O’Brien, CNN news anchor and producer 'This book is the real deal.... Read it, underline it, learn from it. It's a gem.' -- Mike Murray, VP Human Resources and Administration (retired), Microsoft

Crucial Conversations Tools for Talking When Stakes Are High Second Edition

Author: Kerry Patterson,Joseph Grenny,Ron McMillan,Al Switzler
Publsiher: McGraw Hill Professional
Total Pages: 288
Release: 2011-09-16
ISBN 10: 0071772200
ISBN 13: 9780071772204
Language: EN, FR, DE, ES & NL
Crucial Conversations Tools for Talking When Stakes Are High Second Edition Book Review:

The New York Times and Washington Post bestseller that changed the way millions communicate “[Crucial Conversations] draws our attention to those defining moments that literally shape our lives, our relationships, and our world. . . . This book deserves to take its place as one of the key thought leadership contributions of our time.” —from the Foreword by Stephen R. Covey, author of The 7 Habits of Highly Effective People “The quality of your life comes out of the quality of your dialogues and conversations. Here’s how to instantly uplift your crucial conversations.” —Mark Victor Hansen, cocreator of the #1 New York Times bestselling series Chicken Soup for the Soul® The first edition of Crucial Conversations exploded onto the scene and revolutionized the way millions of people communicate when stakes are high. This new edition gives you the tools to: Prepare for high-stakes situations Transform anger and hurt feelings into powerful dialogue Make it safe to talk about almost anything Be persuasive, not abrasive

Change Anything

Author: Kerry Patterson,Joseph Grenny,David Maxfield,Ron McMillan,Al Switzler
Publsiher: Grand Central Publishing
Total Pages: 288
Release: 2011-04-11
ISBN 10: 0446585440
ISBN 13: 9780446585446
Language: EN, FR, DE, ES & NL

A stunning approach to how individuals can not only change their lives for the better in the workplace, but also their lives away from the office, including (but not limited to) finding ways to improve one's working relationship with others, one's overall health, outlook on life, and so on. For example, why is it that 95% of all diet attempts fail? Why do New Year's Resolutions last no more than a few days? Why can't people with good intentions seem to make consistent and positive strides? Based upon the latest research in a number of psychological and medical fields, the authors of Change Anything will show that traditional will-power is not necessarily the answer to these strivings, that people are affected in their behaviors by far more subtle influences. Change Anything shows how individuals can come to understand these powerful and influential forces, and how to put these forces to work in a positive manner that brings real and meaningful results. The authors present an array of everyday examples that will change and truly empower you to reexamine the way you go about your business and life.

Human Geography

Author: John R. Short
Publsiher: Oxford University Press, USA
Total Pages: 336
Release: 2017-07-14
ISBN 10: 9780190679835
ISBN 13: 0190679832
Language: EN, FR, DE, ES & NL

Revised and updated throughout, Human Geography: A Short Introduction, Second Edition, is an ideal choice for professors who prefer the flexibility of a succinct and incisive text without compromising on scholarly excellence. The book provides all the basics that students need while simultaneously empowering professors to customize their courses. Priced at less than one-third the cost of comparable books in the field, and supported by strong graphics and a robust support package, Human Geography: A Short Introduction, Second Edition, presents unparalleled flexibility and value for both students and professors.

Stand Out of Our Light

Author: James Williams
Publsiher: Unknown
Total Pages: 144
Release: 2018-05-31
ISBN 10: 1108429092
ISBN 13: 9781108429092
Language: EN, FR, DE, ES & NL

Argues that human freedom is threatened by systems of intelligent persuasion developed by tech giants who compete for our time and attention. This title is also available as Open Access.

Winning With Accountability

Author: Henry J. Evans
Publsiher: CornerStone Leadership Inst
Total Pages: 101
Release: 2008-10
ISBN 10: 9780981924205
ISBN 13: 0981924204
Language: EN, FR, DE, ES & NL

'Looking to achieve greater results by creating a high-accountability culture in your organization? This book shows you how! By implementing this Accountability process, you can take your team to new levels of excellence. The practical methods outlined in this book will guide you to increase your personal and organization's success'. --book cover.

The Big Book of Conflict Resolution Games Quick Effective Activities to Improve Communication Trust and Collaboration

Author: Mary Scannell
Publsiher: McGraw Hill Professional
Total Pages: 240
Release: 2010-05-28
ISBN 10: 0071743669
ISBN 13: 9780071743662
Language: EN, FR, DE, ES & NL
The Big Book of Conflict Resolution Games Quick Effective Activities to Improve Communication Trust and Collaboration Book Review:

Make workplace conflict resolution a game that EVERYBODY wins! Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities). Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization's bottom line. Let The Big Book of Conflict-Resolution Games help you to: Build trust Foster morale Improve processes Overcome diversity issues And more Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged.

How Did That Happen

Author: Roger Connors,Tom Smith
Publsiher: Penguin
Total Pages: 272
Release: 2009-08-11
ISBN 10: 1101133414
ISBN 13: 9781101133415
Language: EN, FR, DE, ES & NL

The New York Times bestseller that provides a simple, proven approach to improve accountability and the bottom line. The economy crashes, the government misfires, businesses fail, leaders don't lead, managers don't manage, and people don't follow through, leaving us asking, 'How did that happen?' Surprises caused by a lack of personal accountability plague almost every organization today, from the political arena to large and small businesses. How Did That Happen? offers a proven way to eliminate these nasty surprises, gain an unbeatable competitive edge, and enhance performance by holding others accountable the positive, principled way. As the experts on workplace accountability and the authors of The Oz Principle, Roger Connors and Tom Smith tackle the next crucial step everyone can take, whether working as a manager, supervisor, CEO, or individual performer: creating greater accountability in all the people on whom you depend.


Author: Kerry Patterson,Joseph Grenny Et Al.
Publsiher: Tata McGraw-Hill Education
Total Pages: 312
Release: 2007
ISBN 10: 9780070222922
ISBN 13: 0070222924
Language: EN, FR, DE, ES & NL

Everyone wants to be an influencer. We all want to learn how to help ourselves and others change behavior. And yet, in spite of the fact that we routinely attempt to do everything from lose weight to improve quality at work, few of us have more than one or two ideas about how to exert influence. For the first time, Influencer brings together the breakthrough strategies of contemporary influence masters. By drawing from the skills of hundreds of successful influencers and combining them with five decades of the best social science research, Influencer shares eight powerful principles for changing behaviors principles almost anyone can apply to change almost anything.

A Guide to the Business Analysis Body of Knowledger

Author: IIBA,International Institute of Business Analysis
Publsiher: IIBA
Total Pages: 272
Release: 2009
ISBN 10: 0981129218
ISBN 13: 9780981129211
Language: EN, FR, DE, ES & NL
A Guide to the Business Analysis Body of Knowledger Book Review:

'Business analysis involves understanding how organizations function to accomplish their purposes and defining the capabilities an organization requires to provide products and services to external stakeholders. ... [This guide contains] a framework that describes the business analysis tasks that must be performed in order to understand how a solution will deliver value to the sponsoring organization.' - page 3.

The Oxford Handbook Public Accountability

Author: M. A. P. Bovens,Mark Bovens,Robert E. Goodin,Thomas Schillemans
Publsiher: Oxford University Press
Total Pages: 696
Release: 2014-04
ISBN 10: 0199641250
ISBN 13: 9780199641253
Language: EN, FR, DE, ES & NL
The Oxford Handbook Public Accountability Book Review:

Drawing on the best scholars in the field from around the world, The Oxford Handbook of Public Accountability showcases conceptual and normative as well as the empirical approaches in public accountability studies.

Keeping Employees Accountable for Results

Author: Brian Cole Miller
Publsiher: Amacom Books
Total Pages: 145
Release: 2006
ISBN 10: 9780814473207
ISBN 13: 0814473202
Language: EN, FR, DE, ES & NL
Keeping Employees Accountable for Results Book Review:

All managers want to hold their employees accountable for results and help them accomplish more, but few know how. Moving beyond the annual performance review, Keeping Employees Accountable for Results offers managers quick, step-by-step advice on setting expectations, monitoring progress, giving feedback, and following through.

Corporate Governance and Accountability

Author: Jill Solomon
Publsiher: John Wiley & Sons
Total Pages: 336
Release: 2020-12-29
ISBN 10: 1119561205
ISBN 13: 9781119561200
Language: EN, FR, DE, ES & NL
Corporate Governance and Accountability Book Review:

Corporate Governance and Accountability presents students with a complete and current survey of the latest developments involving how a company is directed and controlled. Providing a broad research-based perspective, this comprehensive textbook examines global corporate governance systems, the role and responsibilities of the directorate, and the frameworks designed to ensure effective corporate accountability for stakeholders. A holistic approach to the subject enables students to develop a well-rounded knowledge of corporate governance theory and practice, policy documents, academic research, and current debates, issues, and trends. Now in its fifth edition, this comprehensive view of the corporate governance agenda features fully revised content that reflects new research and global developments in codes of practice and governance and accountability mechanisms. In-depth chapters contain numerous real-world case studies and compelling debate and discussion topics, exploring corporate transparency, social responsibility, boardroom diversity, shareholder activism, and many other timely issues.

For the Public s Health

Author: Institute of Medicine,Board on Population Health and Public Health Practice,Committee on Public Health Strategies to Improve Health
Publsiher: National Academies Press
Total Pages: 204
Release: 2011-05-06
ISBN 10: 0309161274
ISBN 13: 9780309161275
Language: EN, FR, DE, ES & NL

Despite having the costliest medical care delivery system in the world, Americans are not particularly healthy. Recent international comparisons show that life expectancy in the U.S. ranks 49th among all nations, and infant mortality rates are higher in the U.S. than in many far less affluent nations. While these statistics are alarming, the bigger problem is that we do not know how to reverse this trend. Our lack of knowledge is due in large part to significant inadequacies in the health system for gathering, analyzing, and communicating health information about the population. To inform the public health community and all other sectors that contribute to population health, For the Public's Health: The Role of Measurement in Action and Accountability reviews current approaches for measuring the health of individuals and communities and creates a roadmap for future development. This book, the first of three in a series, focuses on data and measurement-not as ends in themselves, but rather tools to inform the myriad programs, policies, and processes developed or undertaken by governmental public health agencies and their many partners in the health system. For the Public's Health seeks to reinstate the proper and evidence-based understanding of health as not merely the result of medical or clinical care but the result of the sum of what we do as a society to create the conditions in which people can be healthy. To achieve this goal, the book suggests changes in the processes, tools, and approaches used to gather information about health outcomes and their determinants. The book also recommends developing an integrated and coordinated system in which all parties-including governmental and private sector partners at all levels-have access to timely and meaningful data to help foster individual and community awareness and action.

Risk Management

Author: Paul Hopkin
Publsiher: Kogan Page Publishers
Total Pages: 288
Release: 2013-05-03
ISBN 10: 0749468394
ISBN 13: 9780749468392
Language: EN, FR, DE, ES & NL

Risk management is not just a topic for risk professionals. Managers and directors at all levels must be equipped with an understanding of risk and the tools and processes required to assess and manage it successfully. Risk Management offers a practical and structured approach while avoiding jargon, theory and many of the complex issues that preoccupy risk management practitioners but have little relevance for non-specialists. Supported by online templates and with real-life examples throughout, this is a straightforward and engaging guide to the practice and the benefits of good risk management. Coverage includes: the nature of risk; the relevance of risk management to the business model; essential elements of the risk management process; different approaches to risk assessment; strategy, tactics, operations and compliance requirements; how to build a risk-aware culture; and the importance of risk governance.

Accountability The Key to Driving a High Performance Culture

Author: Greg Bustin
Publsiher: McGraw Hill Professional
Total Pages: 256
Release: 2014-02-07
ISBN 10: 007183138X
ISBN 13: 9780071831383
Language: EN, FR, DE, ES & NL
Accountability The Key to Driving a High Performance Culture Book Review:

Best practices for using accountability, trust, and purpose to turn your long-term vision into reality Accountability explains why the “carrot-and-stick” approach doesn’t work—and describes how to build and sustain a culture based on shared beliefs, positive action, and internal leadership development. The author’s conclusions are based on data resulting from his work with more than 3,000 executives worldwide, plus exclusive interviews with Fortune's Most Admired Companies and Best Places to Work. Greg Bustin has written a monthly bulletin about leadership and accountability that goes to more than 4,000 managers/executives. He speaks about 50 times per year in the U.S., Canada, and the UK and is one of the top-rated Vistage speakers. He also gives workshops and webinars on planning, execution, and accountability to business owners and leaders in the U.S. and Canada.

Incentives and Test Based Accountability in Education

Author: National Research Council,Division of Behavioral and Social Sciences and Education,Board on Testing and Assessment,Committee on Incentives and Test-Based Accountability in Public Education
Publsiher: National Academies Press
Total Pages: 130
Release: 2011-10-18
ISBN 10: 0309225078
ISBN 13: 9780309225076
Language: EN, FR, DE, ES & NL
Incentives and Test Based Accountability in Education Book Review:

In recent years there have been increasing efforts to use accountability systems based on large-scale tests of students as a mechanism for improving student achievement. The federal No Child Left Behind Act (NCLB) is a prominent example of such an effort, but it is only the continuation of a steady trend toward greater test-based accountability in education that has been going on for decades. Over time, such accountability systems included ever-stronger incentives to motivate school administrators, teachers, and students to perform better. Incentives and Test-Based Accountability in Education reviews and synthesizes relevant research from economics, psychology, education, and related fields about how incentives work in educational accountability systems. The book helps identify circumstances in which test-based incentives may have a positive or a negative impact on student learning and offers recommendations for how to improve current test-based accountability policies. The most important directions for further research are also highlighted. For the first time, research and theory on incentives from the fields of economics, psychology, and educational measurement have all been pulled together and synthesized. Incentives and Test-Based Accountability in Education will inform people about the motivation of educators and students and inform policy discussions about NCLB and state accountability systems. Education researchers, K-12 school administrators and teachers, as well as graduate students studying education policy and educational measurement will use this book to learn more about the motivation of educators and students. Education policy makers at all levels of government will rely on this book to inform policy discussions about NCLB and state accountability systems.

Winning The Answers

Author: Jack Welch,Suzy Welch
Publsiher: Harper Collins
Total Pages: 272
Release: 2009-10-13
ISBN 10: 0061736945
ISBN 13: 9780061736940
Language: EN, FR, DE, ES & NL

In Winning, their 2005 international bestseller, Jack and Suzy Welch created a rare document, both a philosophical treatise on fundamental business practices and a gritty how-to manual, all of it delivered with Jack's trademark candor and can-do optimism. It seemed as if 'no other management book,' in the words of legendary investor Warren E. Buffett, would 'ever be needed.' Instead, Winning uncovered an insatiable thirst to talk about work. Since the book's publication, the Welches have received literally thousands of questions from college students and seasoned professionals alike, on subjects ranging from leadership and global competition to tough bosses and building teamwork. Indeed, questions about virtually every business and career challenge have poured in—some familiar, others surprising, many urgent and probing, and all of them powerfully real. Winning: The Answers takes on the most relevant of these questions, and in doing so, its candid, hard-hitting responses expand and extend the conversation Jack and Suzy Welch began with Winning. It is a dialogue that is sure to be both compelling and immensely useful to anyone and everyone engaged in the vital work of helping an organization grow and thrive.

A Guide to the Project Management Body of Knowledge PMBOK R Guide Sixth Edition Agile Practice Guide Bundle HINDI

Author: Project Management Institute
Publsiher: Project Management Institute
Total Pages: 756
Release: 2019-08-05
ISBN 10: 1628255390
ISBN 13: 9781628255393
Language: EN, FR, DE, ES & NL
A Guide to the Project Management Body of Knowledge PMBOK R Guide Sixth Edition Agile Practice Guide Bundle HINDI Book Review:

To support the broadening spectrum of project delivery approaches, PMI is offering A Guide to the Project Management Body of Knowledge (PMBOK® Guide) – Sixth Edition as a bundle with its latest, the Agile Practice Guide. The PMBOK® Guide – Sixth Edition now contains detailed information about agile; while the Agile Practice Guide, created in partnership with Agile Alliance®, serves as a bridge to connect waterfall and agile. Together they are a powerful tool for project managers. The PMBOK® Guide – Sixth Edition – PMI's flagship publication has been updated to reflect the latest good practices in project management. New to the Sixth Edition, each knowledge area will contain a section entitled Approaches for Agile, Iterative and Adaptive Environments, describing how these practices integrate in project settings. It will also contain more emphasis on strategic and business knowledge—including discussion of project management business documents—and information on the PMI Talent Triangle™ and the essential skills for success in today's market. Agile Practice Guide has been developed as a resource to understand, evaluate, and use agile and hybrid agile approaches. This practice guide provides guidance on when, where, and how to apply agile approaches and provides practical tools for practitioners and organizations wanting to increase agility. This practice guide is aligned with other PMI standards, including A Guide to the Project Management Body of Knowledge (PMBOK® Guide) – Sixth Edition, and was developed as the result of collaboration between the Project Management Institute and the Agile Alliance.

Dare to Lead

Crucial accountability pdf free download pdf
Author: Brené Brown
Publsiher: Random House
Total Pages: 320
Release: 2018-10-09
ISBN 10: 0399592547
ISBN 13: 9780399592546
Language: EN, FR, DE, ES & NL

#1 NEW YORK TIMES BESTSELLER • Brené Brown has taught us what it means to dare greatly, rise strong, and brave the wilderness. Now, based on new research conducted with leaders, change makers, and culture shifters, she’s showing us how to put those ideas into practice so we can step up and lead. Look for Brené Brown’s new podcast, Dare to Lead, as well as her ongoing podcast Unlocking Us! NAMED ONE OF THE BEST BOOKS OF THE YEAR BY BLOOMBERG Leadership is not about titles, status, and wielding power. A leader is anyone who takes responsibility for recognizing the potential in people and ideas, and has the courage to develop that potential. When we dare to lead, we don’t pretend to have the right answers; we stay curious and ask the right questions. We don’t see power as finite and hoard it; we know that power becomes infinite when we share it with others. We don’t avoid difficult conversations and situations; we lean into vulnerability when it’s necessary to do good work. But daring leadership in a culture defined by scarcity, fear, and uncertainty requires skill-building around traits that are deeply and uniquely human. The irony is that we’re choosing not to invest in developing the hearts and minds of leaders at the exact same time as we’re scrambling to figure out what we have to offer that machines and AI can’t do better and faster. What can we do better? Empathy, connection, and courage, to start. Four-time #1 New York Times bestselling author Brené Brown has spent the past two decades studying the emotions and experiences that give meaning to our lives, and the past seven years working with transformative leaders and teams spanning the globe. She found that leaders in organizations ranging from small entrepreneurial startups and family-owned businesses to nonprofits, civic organizations, and Fortune 50 companies all ask the same question: How do you cultivate braver, more daring leaders, and how do you embed the value of courage in your culture? In this new book, Brown uses research, stories, and examples to answer these questions in the no-BS style that millions of readers have come to expect and love. Brown writes, “One of the most important findings of my career is that daring leadership is a collection of four skill sets that are 100 percent teachable, observable, and measurable. It’s learning and unlearning that requires brave work, tough conversations, and showing up with your whole heart. Easy? No. Because choosing courage over comfort is not always our default. Worth it? Always. We want to be brave with our lives and our work. It’s why we’re here.” Whether you’ve read Daring Greatly and Rising Strong or you’re new to Brené Brown’s work, this book is for anyone who wants to step up and into brave leadership.

Service Level Agreement

For:Customer name
By:Company name

Effective Date: July 30, 2021
Document Owner:Company name








First version

Bob Smith



Revision to goals

Dave Jones








Service provider

[Full name]





[Full name]



Table of contents

1. Agreement Overview

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This Agreement represents a Service Level Agreement ('SLA' or 'Agreement') between Company name and Customer for the provisioning of IT services required to support and sustain the product or service.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primarystakeholders associated with this SLA:

IT Service Provider(s):Company name. ('Provider')


IT Customer(s):Customer ('Customer')

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager ('Document Owner') is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business Relationship Manager:Company name
Review Period: Bi-Yearly (6 months)
Previous Review Date: July 22, 2021
Next Review Date: August 31, 2021

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1 Service Scope

The following Services are covered by this Agreement;

  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop and a Virtual Private Network where available
  • Planned or Emergency Onsite assistance (extra costs apply)
  • Monthly system health check

Crucial Accountability PDF Free Download

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents.
  • Appropriate notification to Customer for all scheduled maintenance.

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support : 9:00 A.M. to 5:00 P.M. Monday - Friday
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
  • Onsite assistance guaranteed within 72 hours during the business week

6.2 Customer Requirements

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In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

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  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 48 hours for issues classified as Medium priority.
  • Within 5 working days for issues classified as Low priority.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
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