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SLA-Template-Outline - For Exercise-To Print

The document outlines the sections and information that should be included in a service level agreement template. It details context setting information, service information including descriptions, standards, tracking and reporting, management information, and appendices.

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Alex Dcosta
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64 views6 pages

SLA-Template-Outline - For Exercise-To Print

The document outlines the sections and information that should be included in a service level agreement template. It details context setting information, service information including descriptions, standards, tracking and reporting, management information, and appendices.

Uploaded by

Alex Dcosta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SLA Template Outline - Exercise

I. Context-Setting Information
 Cover page

 Table of contents

 Summary

 Parties to the agreement

 Purpose of the SLA

 Scope of the SLA

 Glossary of key terms


 Related documents
 Signatures and date

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SLA Template Outline - Exercise

II. Service Information


A. Description of Services
1. The environment for which services are being provided

2. The services covered by the SLA, including such information as:


 Service description

 Benefits

 Service availability

 How to obtain the service

 Prerequisites
 Contact information

 Financial information
 References
3. Services not covered by the SLA, if customers might reasonably assume the
availability of these services

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SLA Template Outline - Exercise

B. Service Standards
In creating service standards, include any of the following that are pertinent.
a. Business impact
b. Priorities
c. Urgency or severity levels
d. Variations in service delivery under different circumstances
e. Service exceptions
f. Service dependencies
g. Definitions of service terminology
h. Provider and customer responsibilities

Service standards generally revolve around, but are not limited to the following.

 Availability: the dates or time periods during which personnel or services will (or
will not) be available

 Responsiveness: time periods within which certain actions or outcomes will occur
under different conditions

 Timeliness: date or time by which certain actions will be taken or outcomes will
occur under different conditions

 Rate or Frequency: the rate or frequency of specified services, results or outcomes

 Quality: the occurrence of specific positive or negative outcomes

C. Service Tracking
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SLA Template Outline - Exercise

Describe the tracking that will be done to assess service conformance and customer
satisfaction.
1. Tracking of objective measures
This tracking reflects what is — that is, actual service delivery — by focusing on
performance data generated by automated or manual measuring tools.

2. Tracking of subjective perceptions


This tracking reflects what is perceived, which may differ from what is, but is
at least as important in creating customer satisfaction.

D. Service Reporting
Provide information about the reports that will be generated from the tracked data and
any other relevant data. Details may include:
1. Reports to be generated

2. Party responsible for generating each report

3. Report recipients

4. Frequency and schedule of reports

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SLA Template Outline - Exercise

5. Report medium

6. Aspects of the reported information of particular interest

III. Management Information


A. Periodic Review
1. Review objectives

2. Review frequency

B. Change Process
1. Conditions warranting change
2. Change frequency
3. Change procedures
4. Change log

C. Problem Resolution
1. Escalation paths

2. Problem management

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SLA Template Outline - Exercise

IV. Appendices
 Pricing/cost/budget information
 Additional service details
 Product information
 Glossary of service definitions
 Contact information
 Change log
 Holiday list

Additional SLA Sections


1. Targets for service improvement
2. Consequences of failure to meet service standards
3. Rewards or bonuses
4. Renegotiation procedures
5. Termination of the SLA

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