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. Use caution when you sit down with your customer representative to select metrics.
Be sure that your IT organization has tools in place to track what your customer is asking for before you agree to the measurement. One of the mutual benefits of an SLA is that you and your customer determine how you will judge the service they are receiving. By establishing objective measurements, you eliminate the guesswork. Remember that your customers may still be unhappy or disappointed with your performance, even when IT meets target goals. Your customers will expect metrics to be meaningful and geared toward their view of IT service delivery.
When I first entered the IT arena 12 years ago, it was common for an IT organization to publish performance metrics that touted the reliability of the mainframe, number of days without unscheduled downtime, and transactions processed per minute.
These metrics were meaningful to the IT organization, but they were less meaningful to our customers. They were examples of system-based metrics instead of what customers want nowadays, which is service-based metrics. As an example, for an availability measurement of an application to be meaningful, it should reflect the end-to-end service delivery—the application, platform, and infrastructure availability—not just the application. While these components are necessities in an SLA, you may need to include many other measurements because of your specific environment.
Is an SLA worth your time? What else do you make sure is included? This Agreement does not supersede current processes and procedures unless explicitly stated herein. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer s by the Service Provider s.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider s and Customer s. 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:. This Agreement is valid from the Effective Date outlined herein and is valid until further notice.
This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager "Document Owner" is responsible for facilitating regular reviews of this document.
Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Download free Service Level Agreement Template word document. Types of Service Level Agreement. What is a Service Level Agreement? Company name Effective Date: September 12, Document Owner: Service Agreement 4 5.
Writing Service Level Agreements. 10 tips for writing better Service Level Agreements. 1. Ensure all key terms are clearly defined eg SLA scope, customer and provider responsibilities, reporting, service expectations, performance indicators, escalation, remedies and penalties.
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 .
Build your SLA with these five points in mind If your consulting firm provides support to your clients, it's likely that you're using a service level agreement (SLA) to make sure everyone is. A Service Level Agreement is a contract between IT and the business that identifies the boundaries for repairing applications issues. When writing an SLA, some of the terms that should be specified include: - What percentage of the overall time services will be available.
Writing an IT service-level agreement The first step to writing an SLA is to determine what services you want to offer in layman's terms, Weaver said. The SLA will simply formalize those offerings. Service-Level Agreement Template. The Supplier shall immediately notify the Customer in writing if the level of performance of the Supplier of any element of the provision by it of the Services during the term of the Contract is likely to or fails to meet any Service Level Performance Measure. “a” is the Service Level Performance.