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Service Level Agreement (SLA) Template
A Service Level Agreement
(SLA) is a contract between a service provider and a customer that
specifies, in measurable terms, the services the provider will deliver
to the customer. SLAs are often provided by service providers such as
outsourcing companies to establish the quality of service they will
provide the customer, for example, availability (24 hours/day, 7
days/week and 99% during scheduled hours), performance (response time
for 98% queries in 1 minute), and timeliness.
Use this template to:
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Agree on the services to
be provided by the service provider.
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Specify response time for
problem resolution, performance levels to be provided, system
availability, responsiveness etc.
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Establish a quality
agreement using a set of agreed metrics.
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Detail the
responsibilities of the service provider, the rights of the customers,
and financial penalties if the service provider violates any element of
the SLA.
Our Service Level
Agreement package includes
2 pre-formatted templates in
MS Word™ format,
which can be easily modified to meet your next project.
Each template includes
26 pages of material
including sections on Scope of
maintenance, Financials, Reporting, Terms and Conditions, Service Level Agreement, Expected Growth and Change,
and Costs. You also get 3
Excel spreadsheets for managing the List of Items covered in the SLA, Budget, and a Contract Directory for
keeping track of your Service Providers.
Download Now for $9.99- Buy Here!
Screenshots
Service Level Agreement - template #1 cover page
Disclaimer
Document History
Chapter 1, Executive Summary
Chapter 2, Terms and Conditions
Chapter 3, Service Level Agreement
Chapter 3.12, Performance Expectations
Chapter 4, Costs
Chapter 5, Signature Page
SLA Items, Excel Spreadsheet
SLA Budget, Excel Spreadsheet
SLA Contract Directory, Excel Spreadsheet
SLA - Table of Contents
TOC
1. Executive Summary
1.1 General overview
1.2 Scope of maintenance
1.3 Financials
1.4 Key Contacts
1.5 Hours of coverage
1.6 Reporting
2. Terms and Conditions
2.1 Agreement period
2.2 Reviewing the Service Level Agreement
2.3 Renewing the Service Level Agreement
2.4 Maintaining the Service Level Agreement
2.5 Changing the Service Level Agreement
2.6 Changing [Service Provider]
2.7 Discontinuing Maintenance
2.8 Service goals
2.9 Failure to meet Terms & Conditions
2.10 [Service Provider] Location
2.11 Maintenance Continuity
2.12 Roles and Responsibilities
2.13 Third Parties
2.14 Project Start-Up
3. Service Level Agreement
3.1 Supported Hardware and Software
3.2 Schedule
3.3 Preventative Maintenance & Scheduled Unavailability
3.4 Non-Scheduled Downtime
3.5 Security
3.6 Reliability Objectives
3.7 Problem Reporting
3.8 Backup and Recovery
3.9 Business Continuation
3.10 Expected Growth and Change
3.11 Application Users and Volume Metrics
3.12 Performance Expectation
3.13 Periodic Review
3.14 Logging Issues
3.15 Tracking Issues
4. Costs
4.1 Cost Schedule
4.2 Pricings per year
4.3 Changes
4.4 Overtime
4.5 Travel Expenses
4.6 Authorized Charges
4.7 Final Problem Resolution
4.8 Method of Payment
5. Signature Page
What's included in the template pack
The templates are in
Microsoft Word and Excel. You can download IMMEDIATELY
online.
The template pack includes the following documents:
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SLA Template #1 |
26 pages |
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SLA Template #2 |
26
pages |
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SLA Items List,
Budget, and Contract Directory spreadsheets |
3
spreadsheets |
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Download Now for $9.99- Buy Here!
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I'm Ivan Walsh, the person behind this site. I help people improve how they write, publish and extend their business assets.