Add Initials Service-Level Agreement Template For Free

SLA management roles and responsibilities They ensure the process is effective and that the right stakeholders are involved during the process. They also have final say on the level of service for each service item. Service owner: Service owners are responsible for delivering services within the agreed service levels.

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.

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.

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.

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.

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.

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.