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    Service Level Agreement Template

    Uploaded by

    Costin Sarbu
    This document outlines a service level agreement between a supplier and customer. It includes sections on the purpose of the SLA, contacts, products and services covered, service level metrics for support requests like response times and resolution times for different priority levels, other service level commitments, how to request services, responsibilities of each party, compliance reporting, and duration of the agreement. The appendix provides a catalog of products and services covered.

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    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd

    Service Level Agreement Template

    Uploaded by

    Costin Sarbu
    536 views8 pages
    This document outlines a service level agreement between a supplier and customer. It includes sections on the purpose of the SLA, contacts, products and services covered, service level metrics for support requests like response times and resolution times for different priority levels, other service level commitments, how to request services, responsibilities of each party, compliance reporting, and duration of the agreement. The appendix provides a catalog of products and services covered.

    Original Description:

    Template for a SLA

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    © Attribution Non-Commercial (BY-NC)

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    This document outlines a service level agreement between a supplier and customer. It includes sections on the purpose of the SLA, contacts, products and services covered, service level metrics for support requests like response times and resolution times for different priority levels, other service level commitments, how to request services, responsibilities of each party, compliance reporting, and duration of the agreement. The appendix provides a catalog of products and services covered.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    536 views8 pages

    Service Level Agreement Template

    Uploaded by

    Costin Sarbu
    This document outlines a service level agreement between a supplier and customer. It includes sections on the purpose of the SLA, contacts, products and services covered, service level metrics for support requests like response times and resolution times for different priority levels, other service level commitments, how to request services, responsibilities of each party, compliance reporting, and duration of the agreement. The appendix provides a catalog of products and services covered.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
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    Service Level Agreements

    between

    Supplier
    and

    Customer

    Note:
    Hold your cursor over the Comment number to show advice and guidance on how to complete this SLA Template

    Table of Contents

    Mission Statement

    Purpose of SLA

    Customers

    Location

    SLA Contacts

    Customer: Supplier:

    Products and Services Covered


    Products and services to be provided are listed in the Catalog of Services at Appendix A

    Constraints and Conditions.

    Service Levels: Support, Requests & Problems


    Compliance of 90% for the service levels in the table below.
    Priority Customer Impact Feedback to Custom er Immediate update: feedbac k every 15 minutes Feedback immedia tely and every 30 minutes Resolution Time Escalation

    Priority 1 Catastrophic

    Global Business Stopped

    30 minutes

    Notify Business Continuity Manager within 10 minutes

    Priority 2 Urgent

    An entire busines s or support unit has been affected An Individual has been impacte d Scheduled / Planned work; minor problem s

    2 hours

    Notify (whom) within 15 minutes

    Priority 3: Important

    Feedback every 2 working hours

    8 hours

    Notify (whom) within 4 hours

    Priority 4: Non-critical

    4 hours

    24 hours

    Notify (whom) within 1 hour

    Service metrics
    Service Level Average Call Answer Time - within 10 seconds Maximum Call Answer Time within 30 seconds First call resolution Customer Satisfaction Rating Average Call Length (minutes) Performance 90% 100% 70% 85% 5

    Call Abandonment Rate

    5%

    Service Levels: Other Services Scope


    Business hours: After Hours Support:
    Service Level Notice required Response / Deadlines Availability Reliability No. of incidents of outage MTBF Accuracy Integrity Completeness Rework Table A Services Table B Services Table C Services Table C Services

    How to Request Services

    Customer Responsibilities

    Supplier Responsibilities

    Service Level Compliance Reports

    Service Level Agreement Review and Change Management

    Service Level Agreement Start and Duration

    Signed by: For Customer Name: Date:

    Signed by: For Supplier Name: Date:

    Appendix A: Catalog of Products and Services

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