Information Technology Service Level Agreement Template

The Service Level Agreement (SLA) is a document/agreement that describes the scope of services, service details, availability, quality, recovery times, etc. Inclusion of service management and support details that apply to the service provider in this section The purpose of this SLA is to specify the SaaS service requirements as defined in this document with respect to: The next section, the contract overview, must contain four components: A service level agreement (SLA) is a documented agreement between a service provider and a customer that provides both required and expected services. Service levels identified. The agreement varies between suppliers, services and industries. The Service Level Management (SLM) process is responsible for finding a realistic trade-off between the needs, expectations, and costs of associated services so that they are acceptable to both customers and the IT organization. Service level management is also responsible for: Before subscribing to an IT service, the SLA must be carefully evaluated and designed to achieve maximum service value from an end-user and business perspective. Service providers need to pay attention to the differences between internal outputs and client-centric outcomes, as these can help set service expectations. This is a service level agreement (SLA) between [Customer] and [Service Provider]. This document specifies the services required and the expected level of performance between MM/DD/YYYY and MM/DD/YYYY. The coverage of the services [of the Service Provider] as described in this Agreement follows the schedule set out below: The ITS and Campus SLA is our overall agreement that we will continue to follow. You can also contact Crimson Service Desk by email at crimsonservicedesk@wsu.edu or by phone at 509-335-4357 for more information.

The annex is a good place to store relevant information that does not fit elsewhere, such as. B pricing models and fees. The following section is an example of information that you may want to attach to your SLA. There are several ways to write an SLA. Here`s a simulated table of contents that you can use as a startup template to write your own service level agreements. This section sets out the objectives of this Agreement, for example: B. : Pricing information can be found on our STI Service Rates page A service level agreement (SLA) is a service-based commitment between the information technology services (the service provider) and the customer who purchases the technology service. Service-based SLAs document our commitment to a particular level of service.

The definition of SLA should include the participation of all service owners, process owners, and all other stakeholders in the IT organization. This definition process can be mentioned as planning, development, piloting, publishing, enabling SLAs, and monitoring. In this section, add reference agreements, policy documents, glossaries, and relevant details. This may include terms and conditions for the service provider and the customer, as well as additional reference documents such as third-party contracts. In this section, you wish to define the policies and scope of this Agreement with respect to the application, renewal, modification, exclusion, limitations, and termination of the Agreement. Follow-up of weekly reports, monthly reports, quarterly reports and service quality assessment. If the service provider is not sure of the realistic operating conditions; The service provider performs the piloting before aligning the SLAs for the next quarter or six months. If it`s a new project, the service provider monitors operations and observes trends, issues, and patterns for a few months, then creates the basic SLAs. The service provider should review the SLAs that are driven over and over again and redefine them after observations. Add the pricing models for each type of service with detailed specifications. The purpose of Service Level Management (SLM) is to ensure that service objectives are created, negotiated, agreed upon, documented, monitored, reviewed and reported to the client.

SLM acts as a link between the client and the service provider, which sets the objectives in terms of quality, time and scope according to SLR and SAC. ITS offers a variety of services available to the WSU community. Below is a list of ITS services that can be included in service level agreements. Service Level Agreements (SLAs) reflect our customer-centric, service-based commitment to them. We are committed to: A definition and brief description of the terms used to represent services, roles, metrics, scope, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be divided into the appropriate sections of this document instead of being grouped into a single section. Here you define the responsibilities of the service provider and the customer. Include a brief introduction to the agreement in terms of parties, scope of services, and contract duration.

For example: the SLA is a documented agreement. Let`s look at 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. Make the necessary changes, as long as you involve the parties involved, especially the customer. And consider other topics you might want to add agreements to, e.B.: Most service providers understand the need for service level agreements with their partners and customers. But creating one can seem daunting, like you don`t know where to start or what to include. In this article, we provide some examples and templates to help you create SLAs. Additional SLA templates and examples can be found here: Although your SLA is a documented agreement, it doesn`t need to be long or too complicated.

It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers on perceived gaps. Because unforeseen cases are inevitable, you can recall and optimize the SLA if necessary. A Service Level Agreement (SLA) documents IT`s focus on our commitment to our customers. In this phase, SLAs are enabled for live IT operations. IT operations use defined SLAs as a reference and execute IT operations. Click here to view the pdf in your browser or right-click Download. See the title page of the SLA for the release date(s) (revision). Key performance indicators (KPIs) and other related metrics can and should support your SLA, but achieving them alone does not necessarily lead to the desired outcome for the customer. In this phase, SLAs are standardized and published. Management and stakeholders are informed of consolidated SLAs. Subject to the review and renewal provided for in MM/DD/YYYY.

Monitoring is the primary focus of SLM, which includes: The Service Level Agreements (SLAs) listed below represent the final versions that will be submitted to management for review. This section can contain a variety of components and subsections. in the following components: The first page of your document is simple but important. It should include the following: If you are interested in using an SLA with Information Technology Services, please contact Cindy Johnson, Administrative Manager, by email at cmjohns@wsu.edu or by phone at 509-335-5111. Now, I`ll break down each section with some details and examples. This SLA is subject to the following exceptions and special conditions: Include all exceptions to the terms, scope and application of the SLA, e.B. : This means proactively advising operations and ensuring there are no errors or SLA violations, avoiding penalties, preventing escalation and customer threats. .