Copy ESigning Service-Level Agreement Template For Free

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.

Your SLA will need to define and outline the service clearly. Be sure to cover these points: List of stakeholders and points of contact, along with their roles. Service scope, including specific services provided, as well as services excluded.

There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers. It is sometimes called an external service agreement.

Types of SLA Corporate, Customer, and Service levels are the three types of SLAs offered.

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.

A customer service level agreement is an agreement between you and an external customer. For example, a facilities manger provides maintenance services for various customers. An internal service level agreement is an agreement between you and an internal customer (such as another organization, site, or department).

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.

ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs. Many different factors will need to be considered when deciding which SLA structure is most appropriate for an organization to use.