A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between suppliers, services and industries. Assumptions regarding the services and/or components covered include: Activities that are the responsibility of the service provider and that are relevant to the operational requirements of the service. This Agreement constitutes a service level agreement (“SLA” or “Agreement”) between the Company Name and the Customer for the provision of IT services necessary to support and maintain the Product or Service. A basic service level agreement behaves like a list that typically defines what work can be done and what is excluded. This agreement informs both parties of the obligations and scope of the work to be carried out. This section sets out the objectives of this Agreement, e.B: To include pricing models for each type of service with detailed specifications. Most service providers understand the need for service level agreements with their partners and customers. But creating one can seem daunting, like you don`t know where to start or what to include.

In this article, we provide some examples and templates to help you create SLAs. There are several ways to write an SLA. Here`s a simulated table of contents that you can use as a startup template to write your own service level agreements. The Relationship Manager (“Document Owner”) is responsible for facilitating the regular review of this document. The content of this document may be amended if necessary, provided that the main stakeholders concerned agree to it and are communicated to all parties concerned. The document holder will include any subsequent revisions and obtain mutual agreements/approvals if necessary. Here you define the responsibilities of the service provider and the customer. A Service Level Agreement (SLA) documents IT`s focus on our commitment to our customers. This Agreement shall remain in force until it is replaced by a revised Agreement mutually approved by the Stakeholders.

Questions like “Who does what? What for? Who responds to the results? Who decides what? ” the agreement says. This is a service level agreement (SLA) between [Customer] and [Service Provider]. This document specifies the services required and the expected level of performance between MM/DD/YYYY and MM/DD/YYYY. Although your SLA is a documented agreement, it doesn`t have to be long or too complicated. It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers on perceived gaps. Because unforeseen cases are inevitable, you can recall and optimize the SLA if necessary. In this section, you wish to define the policies and scope of this Agreement with respect to the application, renewal, modification, exclusion, limitations, and termination of the Agreement. Add a definition and brief description of the terms used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts.

This information can also be divided into the appropriate sections of this document instead of being grouped into a single section. Additional SLA templates and examples can be found here: The service coverage described in this Agreement follows the schedule set out below: Before subscribing to an IT service, the SLA must be carefully evaluated and designed to achieve maximum service value from an end-user and enterprise perspective. Service providers need to pay attention to the differences between internal outputs and client-centric outcomes, as these can help set service expectations. In this section, add reference agreements, policy documents, glossaries, and relevant details. This may include terms and conditions for the service provider and the customer, as well as additional reference documents such as third-party contracts. The purpose of this SLA is to clarify the requirements of the SaaS Service as defined herein with respect to: The coverage parameters specific to the Services covered by this Agreement are as follows: The purpose of this Agreement is to reach a mutual agreement for the provision of IT Services between the Service Provider(s) and the Customer(s). This agreement describes the parameters of all IT services covered as mutually understood by the main stakeholders involved. This Agreement does not supersede current processes and procedures, except as expressly provided herein. In an SLA, this covers the scope of the work. The Service Provider lists the activities involved in the implementation of the Services and the extent of the support offered by the Service Provider. The next section, the Contract Overview, should include four components: Include details of service management and support for the service provider in this section The purpose of this contract is to ensure that the right elements and obligations are in place to provide consistent IT support and service delivery to the client(s) by the service provider(s). A service level agreement or SLA is a contract between a service provider and its customer.

The customer can be internal or external, depending on the organization and service area. Through an SLA, a service provider specifies the conditions under which it can perform the required work. An SLA helps service providers describe the scope of work and thus frees them from unwanted liability. Include a brief introduction to the agreement in terms of parties, scope of services, and contract duration. For example, to support the services described in this Agreement, the Service Provider will respond to Service-related incidents and/or requests submitted by Customer within the following timeframes: For Customers, an SLA GIVES THEM A clear idea of the work that can be done and any exclusions, which helps them compare the Service Provider with others and make an informed decision. The SLA is a documented agreement. Let`s look at an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique.

Make the necessary changes, as long as you involve the parties involved, especially the customer. And consider other topics that you may want to add agreements to. B for example: The following services are covered by this Agreement; This Agreement is effective as of the Effective Date described herein and is effective until further notice. This agreement should be reviewed at least once a financial year; However, instead of a review for a certain period of time, the current agreement remains in force. Customer`s responsibilities and/or requirements to support this Agreement include: The Appendix is a good place to store relevant information that does not match elsewhere, such as. B pricing models and fees. The following section is an example of information that you may want to attach to your SLA. Key performance indicators (KPIs) and other related metrics can and should support your SLA, but achieving them alone does not necessarily lead to the desired outcome for the customer.

Relationship Manager: Company Name Review Period: Every two years (6 months) Screening Date: November 17, 2020 Next Review Date: December 27, 2020 The following service providers and customers will serve as the basis for the agreement and will represent the key stakeholders associated with this ALC: This section may contain various components and subsections. In the following components: This SLA is subject to the following exceptions and special conditions: An SLA consists of performance measures that list the outcomes and certain agreed outcomes expected by both parties. The first page of your document is simple but important. It should contain:. The Service Level Agreements (SLAs) listed below represent the final versions that will be submitted to management for review. . Click here to view the pdf in your browser or right-click Download. See the title page of the SLA for the release date(s) (revision). With good data comes great responsibility. Use these 10 employee performance metrics to make sure your team reaches its maximum potential.

Now, I`ll break down each section with some details and examples. The SLA must mention financial arrangements such as tariff structures, adjustments, increases, etc. Full transparency is expected while all variable factors are listed. Subject to the review and renewal provided for in MM/DD/YYYY. Include any exceptions to the conditions, scope and application of the SLA, e.B.:. . .