Criteria for a service level agreement

An SLA is a give-and-take relationship between IT and users, allowing IT to get an accurate picture of user needs, to establish realistic expectations, and to allocate the proper resources to deliver the required level of service. This sample document offers a framework for developing an SLA that defines key service requirements—system availability, problem management, and support services—along with problem severity definitions, call response times, status call contacts, and escalation contacts.