SERVICE LEVEL AGREEMENT

The following is a skeleton of an attachment for Service Levels. Most likely this will be included in a
Services Agreement with a Statement of Work. Once drafted serves as a very useful tool. This should be
tailored by your team to be a standard form buy much of the information in this document will come from
your supplier. The purpose of this document is to give you a starting point and outline the topics that should
be covered. Care should be used in the drafting of this document. Consult with an attorney before using
any legal document.
Extract the template and edit / add appropriate information.
 Your company NAME here

SERVICE LEVEL AGREEMENT

SUPPLIER NAME:

CONTRACT NUMBER:

CONFIDENTIALITY STATEMENT:
Table of Contents
PART A – DOCUMENT INFORMATION AND
APPROVALS

INTRODUCTION

OVERVIEW

VERSION HISTORY

VERSION HISTORY

V D Revise Reason for change

e a d By
r t
s e
i
o
n

REVIEW PROCESS

EFFECTIVE DATES AND RENEWAL

TERMINATION PROCESS

REPORTING

CONFIDENTIALITY
PART B – DESCRIPTION OF SERVICES

Services Description
What systems/applications are included in this
SLA?
What services are included in this SLA?
What services are NOT included in this SLA?
How will service be delivered, how often and
where?
What are the hours of operation (regular business
hours and after hours support)?
When will regularly scheduled maintenance be
performed and by who?

PART C - METRICS

Performance Metric Service Commitment Measurement

Transaction Response Time
Throughput
Utilization
Availability

PART D - PERSONNEL

Name Title Wage

SCHEDULE 1 – LEVELS OF SERVICE
Severity Level Description Response time Resolution/ Status Metric/
to begin
Mitigation Updates Measurement
working issue

Level 1

Level 2

Level 3
SCHEDULE 2 - SERVICE COSTS

Ensure cost is dealt with over time and all costs are
inclusive.
SCHEDULE 3 – DUTIES AND RESPONSIBLITIES

1. Service Provider duties and responsibilities

2. Customer duties and responsibilities

SCHEDULE 4 – PROBLEM MANAGEMENT AND REPORTING

1. Contact List

2. Problem Priority List and Action Plans

3. Disaster Recovery Issues

COMPANY TO COMPLETE
Insert action plan here

SIGNATURE AND DATE: