The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider other topics to which you might want to add agreements, for example.B. : Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. For example: the purpose of this SLA is to specify the requirements of the SaaS service as defined here with respect to assumptions about online services and/or components: this contract describes the parameters of all IT services covered, as they are understood between primary stakeholders. This Agreement does not replace ongoing processes and procedures unless expressly stated. There are several ways to write an SLA. Below is a simulated table of contents (TOC) that you can use as a startup template to write your own service level agreements. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY.

Add the service management and support details for the service provider in this section The Business Relationship Manager (“Document Owner”) is responsible for enabling regular checks of this document. The content of this document may be amended if necessary, provided that the main actors are mutually agreed and communicated to all parties concerned. The document holder will include all subsequent revisions and, if necessary, request reciprocal agreements/authorizations. A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. To support the services described in this Agreement, the Service Provider responds to incidents and/or service requests submitted by the Customer within the following timeframes: Add a definition and brief terms of description that are used to present services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. . . .