Service Level Agreement Template Doc

For clients, an SLA gives a clear idea of the work that can be done and exclusions, which helps them compare the service provider to others and make an informed decision. Yes, a service level agreement is legally binding. If properly designed and executed, it is a legal contract between the Service Provider and the Client. This agreement describes the parameters of all covered IT services as mutually understood by key stakeholders. This Agreement does not replace current processes and procedures, except as expressly provided herein. If you need to write an SLA, using a template ensures you don`t miss any important information. This sample service level agreement can help you get started creating your own document: In support of the services described in this Agreement, Service Provider will respond to Service incidents and/or Customer requests within the following timeframes: The coverage parameters for the Services covered by this Agreement are as follows: The SLA must include a location, on which the parties can sign. This should include the printed and signed names of the client and service providers. This Agreement constitutes a service level agreement (“SLA” or “Agreement”) between the Company`s name and Customer for the provision of IT services necessary to support and maintain the Product or Service. Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference documents such as contracts with third parties.

In an SLA, this covers the scope of work. The service provider lists the activities involved in the implementation of the services and the level of support offered by the service provider. Include a brief introduction to the agreement, which covers the parties, the scope of the services, and the duration of the agreement. For example: Add pricing models for each type of service with detailed specifications. From the core to the cloud to the edge, BMC provides the software and services that enable nearly 10,000 global customers, including 84% of the Forbes Global 100, to successfully evolve into a standalone digital enterprise. Learn more about BMC › Questions such as “Who does what? What for? Who responds to get results? Who decides what? ” are answered in the agreement. WHEREAS the contract provides that a service level agreement is a condition precedent to the extension of the duration of the contract; and Supplier shall promptly inform Customer in writing whether or not the Supplier`s level of performance in relation to any element of the provision of the Services by it during the term of the Agreement is likely to achieve a performance measure of the level of service. The SLA is a documented agreement. Let`s look at an example SLA that you can use as a template to create your own SLAs.

Remember that these documents are flexible and unique. Make the necessary changes, as long as you involve the parties involved, especially the customer. And consider other topics to which you may want to add agreements, such as: In this section, you must set forth the policies and scope of this Agreement regarding the enforcement, renewal, modification, exclusion, limitation, and termination of the Agreement. In the following section, the contract overview should include four elements: As of [insert date], [insert company name] will provide the services described in the attached schedule (collectively, the “Services”). For more models and examples of service level agreements, see: A sample service level agreement includes standard legal clauses that help protect your business. These include: This agreement will remain in effect until replaced by a revised agreement mutually approved by stakeholders. Most service providers understand the need to enter into service level agreements with their partners and customers. But creating one can seem intimidating, like you don`t know where to start or what to include. In this article, we`ll provide some examples and templates to help you create SLAs. Before subscribing to an IT service, the SLA must be carefully evaluated and designed to achieve maximum service value from an end-user and business perspective.

Service providers should pay attention to differences between internal outputs and client-facing outcomes, as these can help define service expectations. These legal provisions are extremely important. These are contractual provisions that protect your business and help a court interpret the agreement. This also avoids disputes as to whether agreements have been concluded outside the written contract. Effective support for in-scope services is the result of maintaining consistent service levels. The following sections provide relevant details about service availability, monitoring of included services, and related components. A binding contract contains the essential details and clear conditions. It is also signed by all parties bound by the agreement. A service level agreement template makes it easy to know that you have the requirements for a binding contract. This IT buying guide will help you understand what to look for and how to choose the right tools for IT services and operations. This section defines the objectives of this agreement, for example: B: Add a definition and brief description of the terms used to represent services, roles, measures, scope, parameters and other contractual details that can be interpreted subjectively in different contexts.