Do you need to prepare a Service Level Agreement (SLA) for a new project? Download this SLA template now!
This professional Service Level Agreement template will improve and professionalize the way of communication between the SLA off-taker and SLA provider. A service-level agreement (SLA) is a specific type of agreement setting out arrangements between the provider and off-taker (for example consumer) of a service or product. Within an SLA, the rights and obligations of both parties are defined. An SLA can if an agreement between both external (supplier) and internal (customer) parties within an organization. An SLA is based on an agreement of performance indicators and quality of the delivered service or product in order to test this later.
SLAs are used primarily in the IT sector. In addition, SLAs are also used in other service sectors such as telecommunications, healthcare, facility management and the security sector.
What is an SLA?
An SLA is a written agreement between a supplier and a purchaser of certain services and/or products. The SLA gives insight, next to the description of the services to be provided, including the rights and obligations of both the seller and the buyer in respect of the agreed quality level (service level) of the services and/or goods to be delivered (services).
An SLA can have the status of a contract, but that is not necessary. In general, an SLA compliance is how the users deal with it. This means that an SLA, for example, can be used between organizations as a formal contract, with all its legal characteristics. By contrast, an SLA can also be used to file within one organization meetings, without having a special status to be linked. In the latter case, the SLA may generally have a simpler design and it is sufficient to describe the services to be provided and a small number of administrative issues such as validity, reporting, work and cost allocation.
Using an SLA is thus achieved that buyer and seller same picture emerges about the products and services to be provided. Essential for an SLA is that (implicitly or explicitly) it is agreed that certain services are not provided. Both parties have an interest in, as additional performance usually also cost additional money. For example, the internet or intranet will never be able to work 100% of the time. However, the closer the ‘uptime’ of such a system will be, the higher the costs will be to buy this service with a high uptime.
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