Creates the service level agreement between a provider and its customer, a company or a department, for any service: facilities, logistics, customer service, human resources, finance, production or IT. Availability and performance levels, support and escalation, incident classification with targets, continuity, responsibilities, measurement and reporting, service credits and governance. Downtime allowed is calculated from the availability target, and commitments that cannot be measured are pointed out.
Contents
1. Document Information
2. Agreement Overview
3. Purpose and Scope
4. Service Description
5. Service Availability
6. Performance and Service Levels
7. Support Services
8. Incident Classification and Management
9. Response and Resolution Targets
10. Maintenance and Planned Downtime
11. Business Continuity and Disaster Recovery
12. Security and Data Protection Requirements
13. Roles and Responsibilities
14. Service Level Indicators and Measurement
15. Monitoring and Reporting
16. Escalation Procedures
17. Service Credits and Remedies
18. Exceptions and Exclusions
19. SLA Review and Change Management
20. Agreement Duration and Termination
21. Approval and Signatures
22. Document Version History
What you provide
Deliverable — Its title, its author and its structure are yours: they steer what is written.
Agreement — Who commits to what, and for how long.
Service — What is delivered.
Availability and performance — Stated as figures whenever possible.
Support and incidents — Who answers, how fast.
Continuity and data — Where applicable.
Responsibilities and measurement — What each party does, and how it is measured.
Remedies and governance — When commitments are missed, and how the agreement evolves.
