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. The [Service Provider`s] coverage of the Service, as described in this Agreement, follows the schedule below: the SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider additional issues to which you may wish to add agreements, such as: B.: Assumptions relating to services and/or in-scope components include: among the service-specific coverage parameters covered by this agreement, the activities under the service provider relevant to the operational requirements of the service are as follows. Add a definition and short description concepts used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information may also be spread over appropriate sections of this document, instead of cooperating in a single section. In this section, add service management and support details for the service provider There are several ways to write an SLA. Below is a simulated table of contents (TOC) that you can use as a startup template to write your own service level agreements. This agreement constitutes a service level agreement („SLA“ or „agreement“) between the company name and the customer for the provision of IT services necessary to support and maintain the product or service. Here you define the responsibilities of both the service provider and the customer.
Add reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for both the service provider and the customer, as well as additional reference documents such as contracts with third parties. The next section should contain four elements: before subscribing to an IT department, the SLA should be carefully evaluated and designed to achieve maximum service value from the perspective of the end user and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations. 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. The Business Relationship Manager („Document Owner“) is responsible for the periodic verification of this document. The content of this document may be amended if necessary, provided that the main actors are mutually agreed and communicated to all parties concerned. The document holder will include all subsequent revisions and, if necessary, request reciprocal agreements/authorizations….