Sample template for sla

Just as the SLA outlines uptime guarantees, it may outline response times for service requests. Customer service has always been an important aspect of software sales, but in a SaaS situation doubly so. Resolution Times. To the extent that a vendor can, they may want to make guarantees or set goalposts for the total amount of time it might take to resolve a support issue.

This is obviously not always possible, but where possible it is an extra level of guarantee. The exact combination or permutation of the above sections may differ between SLAs, but the overarching structure will remain the same. An SLA will outline how consistently the service will remain available, what will happen if it is not made available, how quickly support requests will be responded to, and what will happen if those requests are not responded to.

Please note, this is a boilerplate — that means it is not tailored at all to your specific needs. It should not be taken and used without thought, nor should sections be lifted from it and used unless you know their meaning and utility. I charge a nominal fee for the form. Please get in touch if you want to discuss any of the ramifications for your business. The SLA template should make it clear who and what is in scope of the document.

It should also provide information on how these service levels will be monitored. Selecting the right KPIs to measure is crucial to driving the right behaviours in the vendor's organisation, as well as ensuring that customers are happy with the service they receive.

As a Service Level Agreement can be used in many areas, there are several types of SLA that can be used for different business requirements or scenarios. You might have SLAs for specific customers, specific markets or specific products. You might even create a multi-level SLA that defines the different sets of customers who might be serviced by different tiers of product and billed accordingly.

Agreement overview. Goals and objectives. Periodic review. Service agreement 4 5. Service scope. Build one using this template and examples and consult with your customers for any perceived gaps.

As unforeseen instances are inevitable, you can revisit and tweak the SLA as needed. This e-book introduces metrics in enterprise IT. Organizations of all shapes and sizes can use any number of metrics. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune firms on thought leadership branding projects across DevOps, Cloud, Security and IoT. December 24, 6 minute read. What is an SLA? And consider additional topics you may want to add agreements on, such as: Review or monitoring.

Service credits. Used when amendments occur. End-of-contract or liquidation terms. Agreement Overview The next section, the agreement overview should include four components: SLA introduction Definitions, convention, acronyms, and abbreviations A glossary Purpose Contractual parameters 2. SLA Introduction Include a brief introduction of the agreement, concerning parties, service scope and contract duration.

Signatories: 2. Definitions, Conventions, Acronyms, and Abbreviations Include a definition and brief description terms used to represent services, roles, metrics, scope, parameters, and other contractual details that may be interpreted subjectively in different contexts.

Timeliness The characteristic representing performance of action that leaves sufficient time remaining so as to maintain SLA service expectation. Purpose This section defines the goals of this agreement, such as: The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to: Requirements for SaaS service that will be provisioned to [Customer] Agreed service targets Criteria for target fulfilment evaluation Roles and responsibilities of [Service Provider] Duration, Scope and Renewal of this SLA contract Supporting processes, limitations, exclusions and deviations.

This section specifies the contractual parameters of this agreement: Contract renewal must be requested by [Customer] at least 30 days prior to expiration date of this agreement. Modifications, amendments, extension and early termination of this SLA must be agreed by both signatory parties.