Technical Support Service Level Agreement Template

This Section sets out the objectives of this Agreement, for example.B. the coverage parameters specific to the services covered by this Agreement are as follows: include reference agreements, policy documents, glossary and relevant details in this Section. This may include terms and conditions for both the service provider and the customer, as well as additional reference documents such as contracts with third parties. Add details of the service provider`s management and support in this section The service coverage described in this agreement by the [service provider] follows the schedule below: 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 suppliers, services and sectors of activity. This agreement constitutes a service level agreement (“SLA” or “agreement”) between the company name and the customer for the provision of IT services necessary to support and maintain the product or service. This Agreement shall remain valid until it is replaced by a revised Agreement, approved by mutual agreement of the Interested Parties. You can find other SLA templates and examples here: The purpose of this agreement is to ensure that the appropriate elements and obligations are available to provide customers with consistent IT service support and provision by the service provider(s). The next section should contain four elements: before subscribing to an IT department, the SLA should be carefully evaluated and designed to achieve maximum service value from the perspective of the end user and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations. Add a definition and short description concepts used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information may also be spread over appropriate sections of this document, instead of cooperating in a single section. Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract.

For example, while your SLA is a documented agreement, it doesn`t have to be long or overly complicated. It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers for perceived gaps. Since unforeseen cases are inevitable, you can re-examine and optimize AA if necessary. The purpose of this SLA is to specify the requirements of the SaaS service, as defined here, with regard to: defining here the responsibilities of both the service provider and the customer. To support the services described in this Agreement, the Service Provider responds to incidents and/or service requests submitted by the Customer within the following timeframes: there are several ways to write an SLA. Below is a simulated table of contents (TOC) that you can use as a startup template to write your own service level agreements. Add the pricing models for each type of service with detailed specifications. Assumptions about in-Scope services and/or components include: the SLA is a documented agreement.

Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider additional issues to which you might wish to add agreements, such as.B.: The purpose of this agreement is to reach a mutual agreement on the provision of IT services between the service provider(s) and the customer(s). The Business Relationship Manager (“Document Owner”) is responsible for the periodic verification of this document. The content of this document may be amended if necessary, provided that the main actors are mutually agreed upon and communicated to all parties concerned. . .


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