If you plan to add sections and text to our service level agreement template, the sheet of this model will make sure you find a good medium. The service received by the customer as a result of the service provided is at the heart of the service level agreement. When a customer and supplier agree to do business, it is important to define expectations. This is the purpose of a Service Level Agreement (SLA). An ALS is a contract between a supplier and a customer that defines the minimum acceptable level of service to be provided. In What is ALS? How to use service level agreements for success, Adam Henshall has concisely defined service level agreements (SLAs): SLAs often contain many components, from service definition to termination of agreements.  In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  In its most basic form, a service level agreement defines a minimum level of performance that the customer accepts and the supplier accepts.
IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing service levels via ALS, the most appropriate SLA structure must be designed. Depending on the services available to a customer or business, an SLA structure corresponding to the objective is designed. Service level agreements are usually signed during the ITIL service design phase of ITIL`s lifecycle. Suppose Company X signs a service level contract with Z. Company X agrees to host a Z-Company website on Company X`s servers. The two companies are negotiating what will be covered by the agreement, how long the agreement will be in effect, how much company Z will pay for the service at the level defined in the ALS and what penalties there will be if Company X does not deliver in accordance with ALS. 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. And consider other topics on which you might want to add agreements such as.B.: WHEREAS, the parties have entered into an agreement with effect [date] (the «contract») for the provision by the service provider (as defined) (the «services»); and for example, you are a customer of a bank and the bank provides services for you. A service level agreement between you and the bank describes the services provided and the levels of service to which they are provided. For example, you can withdraw money at an ATM with the bank, and the transaction does not last more than 10 seconds. This is an example of agreement on service levels and is part of service level management. Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts.
Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary.