Information Technology Service Level Agreement Template

A well-structured Service Level Agreement (SLA) is a cornerstone of any successful IT service provider-client relationship. It outlines the specific services to be provided, performance expectations, and remedies in case of non-compliance. To create a professional SLA that inspires trust and confidence, consider the following design elements:

1. Clear and Concise Language

Avoid jargon: Use plain language that is easy to understand for both technical and non-technical stakeholders.

Define terms: Clearly define any technical terms or acronyms that may be unfamiliar to the client.

Structure paragraphs effectively: Use short, concise paragraphs to improve readability and comprehension.

2. Comprehensive Scope of Services

Detailed description: Provide a detailed description of the IT services to be delivered, including specific tasks and responsibilities.

Service boundaries: Clearly define the scope of services and any limitations or exclusions.

Service levels: Establish measurable service levels for key performance indicators (KPIs) such as response times, availability, and accuracy.

3. Measurable Performance Indicators

Relevant KPIs: Select KPIs that are relevant to the client’s business objectives and can be objectively measured.

Target levels: Set realistic and achievable target levels for each KPI.

Measurement methods: Specify the methods and tools that will be used to measure performance.

4. Incident Management Procedures

Incident definition: Define what constitutes an incident and how it will be Reported.

Response times: Establish target response times for different incident severity levels.

Resolution process: Outline the steps involved in resolving incidents, including escalation procedures.

5. Change Management Procedures

Change request process: Describe the process for requesting and approving changes to services.

Change impact assessment: Specify how the impact of changes will be assessed.

Communication plan: Outline how changes will be communicated to the client.

6. Service Credits or Penalties

Service credit terms: Define the conditions under which the client is entitled to service credits.

Penalty provisions: If applicable, specify any penalties that may be imposed for non-compliance with the SLA.

Calculation method: Clearly outline the method for calculating service credits or penalties.

7. Termination and Dispute Resolution

Termination provisions: Specify the conditions under which either party can terminate the agreement.

Dispute resolution: Establish a mechanism for resolving disputes, such as mediation or arbitration.

Confidentiality: Address the confidentiality of sensitive information shared between the parties.

8. Appendices and Attachments

Supporting documents: Include any supporting documents, such as service catalogs, pricing schedules, or technical specifications.

Legal review: Ensure that the SLA is reviewed by legal counsel to ensure compliance with applicable laws and regulations.

Conclusion

A well-crafted SLA is a valuable tool for building trust, managing expectations, and ensuring the successful delivery of IT services. By incorporating the design elements discussed above, you can create a professional SLA that meets the needs of both your organization and your client.