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Service Level Agreement Sample Format

By catrinia_molitor ·
I am looking for a sample Service Level Agreement format for use by an internal Help Desk, tiered support, and the customers we serve. Suggestions?

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Service Level Agreement Sample Format

by lynn.morgan In reply to Service Level Agreement S ...

Normally, a service level agreement contains the following elements:
1. Names of the departments involved in the agreement.
2.Names of the persons who have the authority to commit to the agreement.
3. Agreement commencement and termination dates.
4. Regular review dates when the agreement will be reviewed for currency and adequacy.
5. Details on process involved to revise the agreement and how to terminate the agreement.
6. Details of what is to be delivered, and possibly when, but now how and why.
7. Service standards for delivery in terms of quality, quantity, and cost, if relevant.
8. Definitions of when non-compliance exists.
9. Details on escalation procedures required to resolve conflict should it occur.
10. Details on penalties that would apply
11. Implementation details.

This list was derived from a textbook from a course I just took. I have since used it in my job to develop an SLA with an internal department.

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Service Level Agreement Sample Format

by catrinia_molitor In reply to Service Level Agreement S ...

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Service Level Agreement Sample Format

by catrinia_molitor In reply to Service Level Agreement S ...

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