SLAs come in many shapes and sizes. Most IT providers have a standard document that they can adapt to your needs. We have established an example agreement on the level of service so that you understand what an ALS should contain. As a general rule, compensation takes the form of an account, which reduces the cost of your IT support for the next month. You can get z.B a 5% credit for every hour the provider does not reach a goal. To support the services described in this Agreement, the service provider will respond to service incidents and/or customer requests within the following time frame: The Business Relationship Manager is responsible for facilitating periodic audits of this document. The content of this document may be amended if necessary, provided that the main stakeholders obtain mutual agreement and are communicated to all parties involved. The holder of the document will take into account all subsequent revisions and will request, if necessary, reciprocal agreements/authorizations. The ALS is a documented agreement. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer.
Consider other topics on which you might want to add agreements, z.B.: Our service level agreement model contains some general exclusions and clauses. As with any contract, the devil is in the details. These are some of the things to watch out for before signing an ALS: before signing up for an IT department, ALS must be carefully evaluated and developed to achieve maximum service value from the end user and business perspective. Service providers should be mindful of the differences between internal spending and client-focused outcomes, which can help define service expectations. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the required services and the expected level of service between MM/DD/YYYY to MM/DD/YYYY. Insert price models for each type of service with detailed specifications. Inserts a short definition and description terms that are used to represent services, rolls, metrics, circumference, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be distributed to the corresponding sections of this document instead of grouping it into a single section.
A Service Level Agreement (SLA) is part of the contract between your company and its IT provider Key Performance Indicators (KPIs) and other related metrics can and must support your ALS, but achieving them alone does not necessarily achieve the desired result for the customer. A good service level contract should also offer an exit clause so that you can terminate the contract if the provider does not meet ALS several times. The free download of our example ALS gives you unlimited use of ALS in your business and you can tailor it to your needs.