Standards for service availability as we have it below may be important to you. You may also want to include service levels related to quality, customer service or delivery. Service levels can differ very much between businesses. The important thing is that they are written in a clear and objective way. The sample language below explains how the service credits will be calculated in the event of failure to meet the service levels for availability described above.
It is important to be clear, objective and fair in your treatment of this section. Your goal is to motivate performance, and gain the value of the service that you may have lost; it is not to punish the Supplier. Service Management 6 6. The objectives of this Agreement are to: Stakeholders The following Service Provider s and Customer s will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: IT Service Provider s: Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice.
Company name Review Period: Bi-Yearly 6 months Previous Review Date: September 4, Next Review Date: October 14, 5. Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. Service Scope The following Services are covered by this Agreement; o Manned telephone support o Monitored email support o Remote assistance using Remote Desktop and a Virtual Private Network where available o Planned or Emergency Onsite assistance extra costs apply o Monthly system health check 5.
Will these be the same for all of your services or will they be dependent on the business urgency and impact? Regardless of what you decide, make sure that the IT employees who will be delivering the services to your customer have input and know at what level they are expected to perform. Duration Your SLA should specify when the agreement begins and expires.
I mentioned that an SLA, by definition, is an agreement rather than a contract. Duration information is one concept that carries over from items you would find in a typical contract. The start date of your SLA allows you to begin tracking IT performance on the same date unless otherwise specified.
Consider when your SLA will expire. When you negotiate maintenance contracts or equipment leases on behalf of your customers, you may enter long-term agreements with other service providers. Keep these facts in mind when negotiating with your customers. For example, in an effort to keep costs low for your customer, you may have entered an month lease for equipment that your customer uses. You and your customers have obligations to each other that must be well defined.
For example, some companies stress the importance of direct access or self service to maintain a low cost position. Another basic requirement might be that your customers become familiar with company standards for PC software purchases and installation. Customers should also be expected to report incidents to the service desk when they happen and not hours or days later. The customer representative Typically, one person represents all of your customers for the purposes of discussing and negotiating the delivery of IT services.
Additionally, the customer representative has the responsibility to communicate the information contained in the SLA to the customers he or she represents. Service level manager Finally, the person who is responsible for IT service level management, usually referred to as the service level manager, is accountable both to the IT customer and the IT department.
The IT service level manager is responsible for negotiating, maintaining, and reporting against the SLA with your customers. That person will also meet regularly with the customer representative to discuss performance and any service concerns; I suggest these meetings be held quarterly.
14+ Sample Service Level Agreement Templates – PDF, Word, Pages Service level agreements detail the terms and conditions of transfer of service or commodity or data from the originator of the same to a sample business plan templates .
Adapt this free sample Service-Level Agreement Template as a way to define a service in an official capacity.
Each template has 26 pages of sample material including sections on Scope of maintenance, Financials, Reporting, Terms and Conditions, Service Level Agreement, Expected Growth and Change, and Costs. You also get 3 free Excel spreadsheets for managing the List of Items covered in the SLA, Budget, and a Contract Directory for . 14+ Sample Service Level Agreement Templates A service level agreement is a formal document a service provider will present to their clients. This agreement details the scope, nature, and terms and conditions of the service to prevent future complications.
Writing a service level agreement usually requires forethought, commits the customer to ongoing payments and commits the supplier to having ongoing resources ready, but it protects both parties when future work needs to be done. It is a contract between a customer and a provider of a product or service that could. SLA Template provide a free general purpose Service Level Agreement or SLA template that you can use in a variety of situations. The Service Level Agreement template can be downloaded in Microsoft Word format without the need to register.