A service level agreement (SLA) is a contract between a service provider and a customer that defines the expectations and responsibilities for both parties in regards to the level of service provided. This document ensures that both parties are on the same page and have a clear understanding of the agreed-upon terms, which can reduce misunderstandings and conflicts that may arise in the future.
To help get you started with your own SLA, we`ve put together a sample service level agreement template that you can use as a starting point.
Introduction
The purpose of this service level agreement (SLA) is to establish expectations and responsibilities between the service provider and the customer for the services identified in this document. This SLA outlines the performance targets, metrics, and procedures that will be used to ensure that the services are delivered at the agreed-upon level of quality.
Services
This SLA covers the following services (list the services that are included in this SLA):
1. Service #1
2. Service #2
3. Service #3
Performance Targets
The service provider will meet the following performance targets for the services identified in this SLA:
1. Service #1: Response time of X hours for all support requests.
2. Service #2: 99% uptime during business hours.
3. Service #3: Completion of all service requests within X days.
Metrics
To ensure that the performance targets are being met, the service provider will track the following metrics:
1. Service #1: Average response time for support requests.
2. Service #2: Uptime percentage during business hours.
3. Service #3: Average completion time for service requests.
Procedures
The following procedures will be used to ensure that the services are delivered at the agreed-upon level of quality:
1. Service #1:
a. Support requests will be submitted via the service provider`s help desk system.
b. The service provider will acknowledge all support requests within X hours.
c. The service provider will provide regular updates on the status of support requests.
2. Service #2:
a. The service provider will notify the customer of any planned downtime at least X hours in advance.
b. The service provider will immediately investigate any unplanned downtime and take corrective action.
3. Service #3:
a. Service requests will be submitted via the service provider`s help desk system.
b. The service provider will acknowledge all service requests within X hours.
c. The service provider will provide regular updates on the status of service requests.
Termination
Either party may terminate this SLA with X days` written notice if the other party fails to meet the performance targets described in this document.
Conclusion
A service level agreement is an important document that helps establish expectations and responsibilities between a service provider and a customer. This sample service level agreement template can be used as a starting point for creating your own SLA that outlines the performance targets, metrics, and procedures for the services you provide. With a well-written SLA in place, you can ensure that both parties have a clear understanding of the agreed-upon terms and reduce the risk of misunderstandings and conflicts.