Service Level Agreement (sla) Template

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Service Level Agreement (SLA)
for Customer
by
Company name


Effective Date: 10-01-2021

Document Owner:

Company name

Version

Version	Date	Description	Author
1.0	10-01-2021	Service Level Agreement	Bob Smith
1.1	15-01-2021	Service Level Agreement Revised	Dave Jones

Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Approvers	Role	Signed	Approval Date
Company name	Service Provider		14-01-2021
Customer	Customer		14-01-2021

Table of Contents

1.Agreement Overview 3
2.Goals & Objectives 3
3.Stakeholders 3
4.Periodic Review 4
5.Service Agreement 4
5.1. Service Scope 4
Manned telephone support 4
Monitored email support 4
Remote assistance using Remote Desktop and a Virtual Private Network where available 4
5.2. Customer Requirements 5
5.3. Service Provider Requirements 5
5.4. Service Assumptions 5
6.Service Management 6
6.1. Service Availability 6
6.2. Service Requests 6

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Company name. and Customer for the provisioning of IT services required to support and sustain the Product or service.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

• 
  Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  
• 
  Present a clear, concise and measurable description of service provision to the customer.
  
• 
  Match perceptions of expected service provision with actual service support & delivery.
  

3.