My word of advice? Build one using this template and examples and consult with your customers for any perceived gaps. As unforeseen instances are inevitable, you can revisit and tweak the SLA as needed. This e-book introduces metrics in enterprise IT.
Organizations of all shapes and sizes can use any number of metrics. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. See an error or have a suggestion?
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Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune firms on thought leadership branding projects across DevOps, Cloud, Security and IoT. December 24, 6 minute read. What is an SLA? And consider additional topics you may want to add agreements on, such as: Review or monitoring. Service credits. Used when amendments occur.
End-of-contract or liquidation terms. Agreement Overview The next section, the agreement overview should include four components: SLA introduction Definitions, convention, acronyms, and abbreviations A glossary Purpose Contractual parameters 2. SLA Introduction Include a brief introduction of the agreement, concerning parties, service scope and contract duration. Signatories: 2. Definitions, Conventions, Acronyms, and Abbreviations Include a definition and brief description terms used to represent services, roles, metrics, scope, parameters, and other contractual details that may be interpreted subjectively in different contexts.
Timeliness The characteristic representing performance of action that leaves sufficient time remaining so as to maintain SLA service expectation. Purpose This section defines the goals of this agreement, such as: The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to: Requirements for SaaS service that will be provisioned to [Customer] Agreed service targets Criteria for target fulfilment evaluation Roles and responsibilities of [Service Provider] Duration, Scope and Renewal of this SLA contract Supporting processes, limitations, exclusions and deviations.
This section specifies the contractual parameters of this agreement: Contract renewal must be requested by [Customer] at least 30 days prior to expiration date of this agreement. It is merely a contractual representation of what the vendor promises to provide to the customer. A section outlining what the SLA is, who it is by and between defining the vendor and, sometimes, the customer , where the terms of service might be accessed, etc.
The scope section of the SLA will define the parties involved, the time period the SLA will run for, the services that are covered, the services that are not covered and any other exclusions. Typically this section will read as outlining what is covered and broadly disclaiming any ancillary services not outlined. The vendor has responsibilities, the customer has responsibilities, both need to be outlined. Vendor responsibilities include the provision of the service that the SLA contemplates, responding to support requests, resolving issues, etc.
The customer may be tasked with ensuring their hardware remains functional and up to date, and notifying the vendor of any issues. Uptime Guarantees.
This is the crux of the SLA. The vendor will guarantee some level of uptime This section may also outline what remedies the customer has if these levels are not maintained. Company] , a company organized and existing in [Client. State] with offices located at [Client. Company] , a company organized and existing in [ Supplier. State] with offices located at [Supplier. When signed, this Agreement will form a part of the Contract, and upon signing this Agreement, the Contract shall be automatically changed, in accordance with its terms, from a monthly contract to a yearly contract.
All capitalized terms not defined herein shall have the meanings ascribed to them in the Contract. The Supplier shall at all times during the term of this Agreement provide the Services to meet or exceed the Service Level Performance Measure for each Service Level Performance Criterion, as defined herein below.
The Supplier acknowledges that any failure to meet a Service Level may have a material adverse impact on the business and operations of the Customer, and that it shall entitle the Customer to the rights set out in this Agreement below, including the right to any Service Credits as defined below. The Supplier acknowledges and agrees that any Service Credit is a price adjustment reflecting the value of any lost service caused by failure to meet a Service Level.
Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. The Supplier shall immediately notify the Customer in writing if the level of performance of the Supplier of any element of the provision by it of the Services during the term of the Contract is likely to or fails to meet any Service Level Performance Measure.
Objectives provide measurable steps for reaching your business goals. They set a basis for each strategy and tactic used. The objectives of the Service Levels and Service Credits are to:. Service levels are the actionable items you can complete for your client or partners.
Each one needs to be measurable so that results are accurate and easy for your clients or partners to understand.
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