Sample Service Level Agreements

A concrete example of how conditional logic works is that if you are the service provider, there are other tasks that deal with collecting customer feedback and identifying feasible knowledge to improve service delivery. If you are the customer, this would obviously not be relevant. « Every service provider you choose should be more than happy to create an SLA with you. However, an SLA is not enough. Always keep in mind to check the contract as your business grows or changes. Your requirements may change over time and your SLA should always reflect the changing needs of your business.  » – CloudCarib, 3 reasons why you need an SLA from your service provider There are many metrics that apply to call center services and their frequent verification is a must to continuously improve service delivery. For example, 3 months after the agreement, the customer may require that the terms of the agreement be slightly modified, or the service provider must iterate its objectives. This agreement constitutes a service level agreement (« SLA » or « agreement ») between the company name and the customer for the provision of IT services necessary to support and maintain the product or service. 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 may wish to add agreements, such as: 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: Since the late 1980s, SLAs have been used by fixed telecommunications operators. Today, SLAs are so prevalent that large organizations have many different SLAs in the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps maintain the same quality of service across different units of the organization and across multiple locations in the organization. This internal SLA scripting also makes it possible to compare the quality of service between an internal department and an external service provider.

[4] « Especially for web hosting, the SLA contains all the detailed information about the use and amount of hosting resources…