Example for Service Level Agreement

Are you in the process of creating a service level agreement (SLA) for your business or organization? A well-crafted SLA can help ensure that all parties involved understand their responsibilities and expectations when it comes to delivering services and meeting goals. To help get you started, here is an example of a service level agreement:

Service Level Agreement

This Service Level Agreement (SLA) is entered into by and between [Company Name], hereafter referred to as the “Provider,” and [Client Name], hereafter referred to as the “Customer,” for the provisioning of IT services required to support and sustain the product or service.

1. Service Description

The Provider will provide the following services to the Customer:

– Availability: Services will be available 24 hours a day, 7 days a week, except for planned maintenance (see Section 3).

– Incident Management: The Provider will respond to any incidents reported by the Customer and provide status updates as per the incident management process outlined in Section 4.

– Problem Management: The Provider will take ownership of problems that affect the service and work to resolve them as per the problem management process outlined in Section 5.

– Change Management: The Provider will adhere to the change management process outlined in Section 6.

2. Performance Metrics

The following performance metrics will be used to measure the effectiveness of the services provided by the Provider:

– Availability: The services will be available 99.9% of the time, not including planned maintenance (see Section 3).

– Incident Management: The Provider will respond to incidents within 15 minutes of receipt and will provide regular status updates until the incident is resolved.

– Problem Management: The Provider will assign a severity level to each problem and will work to resolve the problem within the time frames outlined in the problem management process (see Section 5).

– Change Management: The Provider will adhere to the change management process outlined in Section 6 and will implement changes within the time frames outlined in that process.

3. Planned Maintenance

The Provider may perform planned maintenance as needed to ensure the ongoing availability and performance of the services. The Provider will provide the Customer with advance notice of any planned maintenance that may affect the availability of the services and will schedule this maintenance at a time that is least disruptive to the Customer.

4. Incident Management Process

The Provider will follow the incident management process outlined below:

– The Customer reports an incident to the Provider via [insert contact method].

– The Provider acknowledges receipt of the incident within 15 minutes.

– The Provider investigates the incident and provides regular status updates to the Customer until the incident is resolved.

– The Provider closes the incident when it is resolved.

5. Problem Management Process

The Provider will follow the problem management process outlined below:

– The Provider identifies a problem that affects the service.

– The Provider assigns a severity level to the problem.

– The Provider works to resolve the problem within the time frames outlined in the process.

– The Provider provides regular status updates to the Customer until the problem is resolved.

– The Provider closes the problem when it is resolved.

6. Change Management Process

The Provider will follow the change management process outlined below:

– The Customer requests a change to the service via [insert contact method].

– The Provider assesses the impact of the change and provides an estimated timeline for implementation to the Customer.

– The Provider implements the change within the time frame agreed upon with the Customer.

– The Provider provides regular status updates to the Customer until the change is implemented.

7. Reporting

The Provider will provide regular reports to the Customer outlining the performance metrics outlined in Section 2 and any incidents, problems, or changes affecting the service.

8. Review and Audit

The Provider and the Customer will review and audit this SLA annually to ensure that it continues to meet the needs of both parties.

By signing below, the Provider and the Customer agree to the terms and conditions outlined in this SLA.

[Provider Name] [Customer Name]

___________________ ___________________

(signature) (signature)

(date) (date)

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