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Service Level Agreement (SLA)

for: Customer name

by: Company name

Effective Date: November 20, 2014

Document Owner:

Company name

Version

Version

Date

Description

Author

1.0

15-11-2014

Service Level Agreement

Bob Smith

1.1

20-11-2014

Service Level Agreement Revised

Dave Jones

Approval

(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Approvers

Role

Signed

Approval Date

Company name

Service Provider

22-11-2014

Customer

Customer

22-11-2014

Table of Contents

1. Agreement Overview.. 3

2. Goals & Objectives. 3

3. Stakeholders. 3

4. Periodic Review.. 4

5. Service Agreement 4

5.1. Service Scope. 4

5.2. Customer Requirements. 5

5.3. Service Provider Requirements. 5

5.4. Service Assumptions. 5

6. Service Management 6

6.1. Service Availability. 6

6.2. Service Requests. 6


1. Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Company name and Customer for the provisioning of IT services required to support and sustain the product or service.


This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.


This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:


IT Service Provider(s): Company name. ("Provider")

IT Customer(s): Customer ("Customer")


4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.


The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.


Business Relationship Manager: Company name

Review Period: Bi-Yearly (6 months)

Previous Review Date: November 12, 2014

Next Review Date: December 22, 2014

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement;

5.2.Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

5.4.Service Assumptions

Assumptions related to in-scope services and/or components include:

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

6.2.Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:


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What is a Service Level Agreement?

SLATemplate.com provide this Service Level Agreement Template (SLA template) as a guideline only.