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A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between vendors, services, and industries.

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.

SLA best practices Create an SLA that stops tracking time to resolution while you're waiting for a customer to reply. ... Remember the agent experience. ... Break up large, complex SLAs. ... Set different performance goals based on ticket priority levels. ... Keep some SLAs running 24/7, and restrict others to normal business hours.

What are the three types of SLAs? 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 Level Requirements Customer requirements (as a result of fulfilling customer business needs) are the basis for the service. By documenting the customer's requirements, the Service Level Requirement (SLR) is produced. The SLR is made in the form of a document that will serve as the basis for the future SLA.

Steps in Developing An SLA Define the service you want to outsource. Determine what you can measure. Describe your business need and metrics. Obtain your baselines/set service targets. Decide on how you will monitor and review performance. Determine your reporting procedures. Identify the project's business owner/manager.

A service level agreement defines the services you provide and the limitations on those services. It helps you define standards and create consistent relationships with different customers.