Service Level Agreements & Lotus Notes Info

Hi
do any of you have access to service level agreements for internal services?
I'm looking for (anonymous if necessary) SLA templates between departments of the same organisation to show my management who appear to have no idea what one looks like and what it should contain.
Years ago (in another life/career it seems like), I used to write such documents but I don't have my old templates and it is easier to show an example than to try and explain (tried and failed miserably).
If you have one and don't mind letting me have it (tippex/block out sensitive data), please get in touch.
In addition, if anyone has information regarding project management tools, particularly based/linked to Lotus Notes (heck, I'm not in a position to buy a complete new system, have to work with what I have). We already use a LN bug tracker (similar to the Eden product) but there is no way to link this back to any project plan (currently in MSProject, but moveable). If you have experience in this area and can talk about it (other than saying "your system is pretty shite" - I know it is already), please let me know. For info, it's an IT development project (SAS9) we need to track, we're on MS not Linux, we'd like to link the task status to the overall planning.
Many thanks,
Katrina

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Cheers, I owe you several beers for that.
Have also already got one from a certain local (now Spanish-owned) mobile phone operator.
Trying to explain one to people who have never actually worked on the open market is like pulling your own teeth out with a pair of tweezers via your earhole.

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Great! I've downloaded them now so if you need to take them off please do.

thanks. i think it better, despite the age of the documents, that they not remain in perpetuity on the web. so docs now deleted.