Service Level Agreement TemplatePurposeUse this Service Level Agreement Template as a framework to formally define the level ofservice between two parties where one is the customer and the other is the service provider. [Service Name] Service Level Agreement (SLA) By [Enter Name Here] For [Enter Name Here]Effective Date:Document Owner:Version:Version Date Revision / Description Author:Approval:Approver Title:Approval Date:Agreement Termination:Approver Title:
Termination Date:Table of Contents 1. General Overview 3 2. Service Description 3 2.1 Service Scope 2.2 Assumptions 3. Roles and Responsibilities 4 3.1 Parties 3.2 COMPANY XYZ Responsibilities 3.3 COMPANY ABC Responsibilities 4. Requesting Service 5 5. Hours of Coverage, Response Times & Escalation 6 5.1 Incidents 5.1.1 Hours of Coverage 5.1.3 Response 5.1.4 Prioritization 5.1.5 Escalation 5.2 Standard Service Request 5.3 Other Requests 5.4 Service Exceptions to Coverage 6. Maintenance and Service Changes 8 7. Pricing 8 7.1 Rates Process 7.2 Charges 8. Reporting, Reviewing and Auditing 9
9. Appendix 91. General OverviewThis is a Service Level Agreement (“SLA”) between COMPANY ABC and COMPANY XYZ todocument: • The services COMPANY XYZ provides to the COMPANY ABC • The general levels of response, availability, and maintenance associated with these services • The responsibilities of COMPANY XYZ as a provider of these services and of clients receiving services • Processes for requesting servicesThis SLA covers the period from [date] to [date] and will be reviewed and revised at the endof this period.Alternatively;This SLA shall remain valid until revised or terminated.2. Service Description2.1 Service ScopePlace the client focused service description here.2.2 Assumptions • Services provided by COMPANY ABC are clearly documented in the COMPANY ABC service catalog. • Major upgrades will be treated as projects outside the scope of this Agreement. • Funding for major updates will be negotiated on a service-by-service basis.
• Changes to services will be communicated and documented to all stakeholders via XXX. • Service will be provided in adherence to any related policies, processes and procedures. • Scheduling of all service related requests will be conducted in accordance with service descriptions.3. Roles and Responsibilities3.1 PartiesList all relevant contact persons, for example:The following Service Owner(s) will be used as the basis of the Agreement and represent theprimary stakeholders associated with this SLA: Stakeholder Title / Role & Contact Information Service Owner Title / Role & Contact Information*NOTE: Availability is defined in Section 4, Hours of Coverage, and Response Time &Escalations.3.2 COMPANY XYZ ResponsibilitiesCOMPANY XYZ’s responsibilities and/or requirements in support of this Agreement include:List COMPANY XYZ’s responsibilities here; these can be categorized by application orspecific to service parameters. • Meet response times associated with the priority assigned to incidents and service requests. • Generating quarterly reports on service level performance. • Appropriate notification to COMPANY ABC for all scheduled maintenance via the
Maintenance Calendar, Service Catalog web page and/or another communication vehicle • COMPANY XYZ will implement defined processes to deliver these service levels3.3 COMPANY ABC ResponsibilitiesCOMPANY ABC responsibilities and/or requirements in support of this Agreement include:List COMPANY ABC responsibilities and requirements here: • Availability of COMPANY ABC representative(s) when resolving a service related incident or request. • Communicate specific service availability requirements4. Requesting ServiceClear and unambiguous definitions of how long it will take the parties to respond. For examplethis section might include the definition of initial response to inquiry; time to review andevaluate; time to perform diagnostics; etc. These times must align with the escalation times aswell. This IS the SERVICE LEVEL AGREEMENT BY WHICH WE WILL BE EVALUATED.Quarterly reporting is assumed.4.1 Web / IT Request (enter web address here) By utilizing the web, your request willbe automatically associated with your division and visible to technicians.4.2 Phone (enter phone number here) Phone service is available during regular businesshours. Messages will be processed _______________________________4.3 Email (enter email address here) Email requests for service will be processed____________________ during regular business hours.5. Hours of Coverage, Response Times & EscalationThe intent of this section is to assure delivery of prompt service as agreed, and the
acceleration of support for high priority issues.If this service does not use IT Request or the Help Desk for incidents and problems, pleaseput escalation procedures here.5.1 Incidents --Any interruption in the normal functioning of a service or system is anincident. 5.1.1 Hours of Coverage List specific service availability requirements here 5.1.2 Response Support center needs to provide definition of response that this associated with a response time and is correlated to a definite value. 5.1.3 Prioritization ITS will prioritize incoming incident requests as “high” priority if it meets any one of the following criteria: • Significant number of people affected o Organizational structure is a multiplier for number of people affected • Percentage of total tasks that can no longer be performed by individuals • Business Objective Calendar deadlines are affected • Significant impact on the COMPANY ABC service delivery • Significant or lasting impact on COMPANY ABC clients and/or customers • Significant risk to safety, law, rule, or policy compliance 5.1.4 Escalation If you are not satisfied with the level of service on a request: CRM needs to define a method for client escalation here.5.2 Standard Service RequestCOMPANY XYZ will respond to service requests for services published is the service catalog
in accordance with the published service description.5.3 Other Requests • Outline how to request the service and expected response and deliver times. • Outline working durations and customer/client interactions. This is the service level and service metrics for the service • Provide description of the types of information requests defined by the project and how client ot end users can use that information to make requests5.4 Service Exceptions to Coverage(Insert any special exceptions related to coverage times and dates)Exception Parameters Coverage:Federal Holidays - No coverageCritical business need COMPANY ABC may request support by contacting the Help Deskfrom 8am-5pm ET or xx from 5pm-8am.6. Maintenance and Service ChangesAll services and/or related components require regularly scheduled maintenance(“Maintenance Window”) in order to meet established service levels. These activities willrender systems and/or applications unavailable for normal user interaction as published in themaintenance calendar. <Enter link to maintenance calendar here>6.1 General statement on Change Management processEnter statement here.6.2 Define customer responsibilities to communicate business needsthat may conflict with scheduled maintenance windowsEnter Responsibilities here.
6.3 Communication to customers around planned outagesEnter communication vehicles here.6.4 Communication about emergency maintenanceAdd additional locations and timeframes as required. For example, standard maintenance,major upgrades/changes,7. Pricing7.1 Rates ProcessHow rates are set7.2 ChargesPrice references service catalog8. Reporting, Reviewing and AuditingAny agreement requires oversight and reporting, and no agreement runs forever. This sectionclearly defines the duration of the SLA, when and under what conditions to review the SLA,and when, what and to whom to report.Section 5.2 will list Key Performance Indicators upon which reporting will occur.This Agreement is valid from the Effective Date outlined herein and is valid until the Date ofTermination.The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of areview during any period specified, the current Agreement will remain in effect.The Designated Review Owner (“Document Owner”) is responsible for facilitating regularreviews of this document. Contents of this document may be amended as required, providedmutual agreement is obtained from the primary stakeholders and communicated to allaffected parties. The Document Owner will incorporate all subsequent revisions and obtainmutual agreements / approvals as required.
Designated Review Owner: [Document Owner]Review Period: [Review Period] e.g. “Annually” or “Quarterly”Previous Review Date: [Last or Previous Review Date]Next Review Date: [Next Review Date]This Agreement will be posted to the following location and will be made accessible to allstakeholders:Document Location: [Directory and/or Location]9. AppendixAssociated Policies, Processes and ProceduresFor example, you could include a link to an Incident Management Process and/or aMaintenance Calendar here.