The Supplier Department provides the service in accordance with the agreed SLA that has been prepared in consultation between the service provider, the Managing Department and representatives of the End Users.
The SLA should be published on both the web sites of the internal service provider and Managing Department. Depending on the service, the service provider may be expected to obtain, formally signed copies of the SLA from each End User department.
The internal provider will nominate a person to liaise with the End Users and the Managing Department on day-to-day issues that may arise. In general, it would be expected that most issues would be resolved without referral to the Managing Department.