Add Initials Service-Level Agreement Template For Free

Service-based SLA Because the service is limited to one unchanging standard, it is more straightforward and convenient for vendors. For example, using a service-based agreement regarding an IT helpdesk would mean that the same service is valid for all end-users that sign the service-based SLA.

The objectives of service level management are to do the following: Define, document, agree, monitor, measure, report, and review the level of IT services that are being provided.

For example, when the marketing team knows that each lead is worth $500, they can be confident in providing 100 qualified prospects per month. The two departments could put an SLA in a place where the marketing department commits to delivering a minimum of 100 leads each month by a specific date.

Types of SLA's in terms of ITIL: Customer-based SLA: This type of agreement is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract. ... Service-based SLA: This SLA is a contract that includes one identical type of service for all of its customers.

In other words, the key criteria for any information to be contained within a Service Level Agreement (SLA) are that it must be measurable, with all language used is clear and concise in order to aid understanding.

Service-based example In a service-based scenario, a SaaS customer relationship management provider might offer its services to multiple clients. The SLA might guarantee an uptime of 99.99 percent, data refresh frequency of once every hour, and a response time of 4 hours for support queries.

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.

For example, Service Level Agreements outline specific criteria that a customer can expect the business to meet (i.e., uptime, responsiveness, etc.). This could mean that your servers will be available 99.9% of the time for your product or that customer service inquiries will all be answered within 24 hours.

The SLA should include a detailed description of the services. Each individual service should be defined i.e. there should be a description of what the service is, where it is to be provided, to whom it is to be provided and when it is required.

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.