Service Level Agreement (SLA) Template
You can use this Service Level Agreement template including 2 pre-formatted templates in MS Word for your next project. Each template has 26 pages of sample 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.
Service Level Agreement Template : 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
Service Level Agreement: SLA Items Excel Spreadsheet
Service Level Agreement: SLA Budget Excel Spreadsheet
Service Level Agreement: SLA Contract Directory Excel Spreadsheet
Service Level Agreement: Table of Contents
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 Reporting2. 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-Up3. 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 Issues4. 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 Payment5. Signature Page
How to use this template
1. How to use this template
1.1. How to add your logo to the cover page
1.2. How to change [COMPANY] to your company name
1.3. How to add your logo to the header
1.4. Updating the Table of Contents
1.5. Adding Notes
1.6. Adding Warnings
1.7. Adding Comments
1.8. Bullet Lists
1.9. Numbered List
1.10. Sample Tables
Service Level Agreement: Format & Contents
The templates are in Microsoft Word and Excel format (.docs and .xls) and can be downloaded online for only $9.99.
The template pack includes the following documents:
| SLA Template #1 | 26 pages |  |
| SLA Template #2 | 26 pages | |
| SLA Items List, Budget, and Contract Directory spreadsheets | 3 spreadsheets |  |
