Service Level Agreement Example For It Support

Note that the article mentioned above also contains a free and user-friendly process Street template from which you can create as many service level agreements as you want. The purpose of this SLA is to specify the SaaS service requirements, as defined in this document, with respect to: SLAs are a critical component of any outsourcing and technology provider contract. Beyond the list of expectations for the type and quality of service, an SLA can remedy non-compliance. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. For example, a telecommunications company`s SLA can promise a network availability of 99.999 percent (for non-inclined ones mathematically, this equates to about five and a half minutes of downtime per year which, believe it or not, may still be too long for some companies) and allow the customer to reduce their payment by a certain percentage if it isn`t. in general, on a sliding scale based on the magnitude of the offence. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY.

Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. In today`s business environment, where ordering services are constantly outsourced, the development of a concise official document that defines the terms of an agreement between the customer and the service provider is essential to lay the foundation for a relationship of trust and ultimately fruitful. Customers can establish common metrics for multiple service providers, which take into account the cross-vendor impact and take into account the impact that the provider may have on processes that are not considered part of their contract. However, if you`re an IT service provider eager to quickly and easily create flawless SLAs, the layout and terminology in this checklist is exactly what you`re looking for. In this section, you should define the policies and scope of this Agreement with respect to the application, extension, modification, exclusion, restrictions, and termination of the Agreement.