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For example, a company can draw up an internal service-level agreement between its sales department and its marketing team. This SLA might specify that marketing needs to provide a certain number of leads to sales per month to reach its quota.
Common elements of an SLA include a definition of the service, an explanation of the level at which that service will be provided, specific metrics for evaluating that service and possible penalties for any lapse in the agreement on the part of the service provider or recipient.
What to include in your contract. Description of services. Lay out exactly what professional services you and your company will receive. ... Payment terms. Describe when and how the contractor will be compensated. ... Ownership rights. ... Confidentiality clause. ... Indemnification clause. ... Amendment. ... Termination. ... Dispute resolution.
A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.
A customer SLA is between a vendor and a customer. It promises that the vendor will deliver a particular level of service to its customer ? either an individual, a group, or a company. An agreement between a customer and their internet provider is an example of a customer SLA.
To write an SLA, you should: Define the scope of service. ... Specify the responsibilities of both parties. ... Set performance metrics. ... Define the reporting requirements. ... Establish the escalation process. ... Specify penalties and incentives. ... Put it all together.
Follow the steps below to write a service level agreement: Define the service. Your SLA will need to define and outline the service clearly. ... Verify service levels. ... Determine performance metrics. ... Prepare the service level agreement document. ... Review the SLA with all stakeholders.