SERVICE LEVEL AGREEMENT
FOR [CUSTOMER NAME] BY [COMPANY NAME]
1. Service Level Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between [Company Name] and [Customer Name] for the provisioning of ___________ services.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all __________ services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals & Objectives
The purpose of this (SLA) Serice Level Agreement is to ensure that the proper elements and commitments are in place to provide consistent ___________ service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for _________ service provision between the Service Provider(s) and Customer(s).
The objectives of this Service Level Agreement are to:
1) Provide clear reference to service ownership, accountability, roles and/or responsibilities.
2) Present a clear, concise and measurable description of service provision to the customer.
3) Match perceptions of expected service provision with actual service support & delivery.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
[Company Name] (“Provider”)
[Customer Name] (“Customer”)
4. Periodic Review
This (SLA) Service Level Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum ___ per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: [Company Name]
Previous Review Date:
Next Review Date:
5. Service Level Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement:
[Provide all services covered by agreement]
5.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a service related incident or request.
[Include any other customer responsibilities]
5.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service related incidents.
Appropriate notification to Customer for all scheduled maintenance.
[Include any other Service Provider responsibilities]
5.4. Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders.
6. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
6.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Telephone support: __:__ A.M. to __:__ P.M. Monday – Friday
Email support: Monitored __:__ A.M. to __:__ P.M. Monday – Friday
6.2. Service Requests
In support of services outlined in this Service Level Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Company Rep. Name
Company Rep. Signature
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