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Services Level Agreement (SLA) Template and Downloads

An exemplary service level contract template can be found below. Downloads for Word, PDF or InDesign are also available.

You can also learn more about which SLAs are and when they use to use them, a checklist, including, as well as information about various types of SLA.

This free resource is not for resale or redistribution. | Last update: March 23, 2021

Service Level Agreement

for: Customer name
From: Company name

Contents: May 4, 2021
Document owners: Company name

Version

Revision on goals

Approval

Table of contents

• 1. Overview Overview. 3
• 2. goals and goals. 3
• 3. Stakeholder. 3
• 4. Periodic evaluation. 4
• 5. Service Agreement 4
• 5.1. Service area. 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. Overview Overview

This Agreement represents a service level agreement ("SLA" or "Agreement") between Company name and Customers to provide IT services to support and calculation of the product or service of .

This agreement remains until the replacement until it is supported by a revised agreement at all, from the stakeholders.

This Agreement sketches the parameters of all IT services, which are understood by the primary stakeholders. This agreement does not replace current processes and procedures unless expressly stated here.

2. goals and goals

The purpose of purposes This agreement is to ensure that the proper items and commitments are present to provide consistent IT service support and delivery to the service provider (s).

The goals is this agreement to obtain mutual IT service providers between service providers and the customer (s).

The goals from this agreement are to:

The following service providers (s) and customers are used as the basis of the Agreement and represent the Promma stakeholder associated with this SLA p>

IT service provider (s): Company name . ("Provider")

IT Customer (s): Customer ("customer")

4. Periodic evaluation

This Agreement applies from the at least described herein and is valid until further notice. This Agreement should be reviewed at least once per financial year; Instead of a review during a certain period, however, the current agreement remains in force.

The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Content This document can be changed if necessary, provided that the mutual agreement gives from the primary stakeholders and to be communicated to all affected parties. The document holder includes all subsequent revisions and acquire mutual agreements / approvals if necessary.

<> April 26, 2021 next review date: 5 June, 2021

5. Service Agreement

5.1 service area

The following services are covered by this Agreement;

• Mante Telefone Support
• monitored e-mail support
• remote help with remote desktop and a virtual private network available in which
• planned or emergency tools (additional costs apply)
• Monthly System Health Check

5.2 Customer Requirements

Customer Responsibilities and / or requirements for supporting this Agreement include:

• Payment for all support costs in the agreed interval.
• Adequate availability of customer representatives (s) when resolving a service-related incident or application.

5.3 Service provider requirements

Service providers Responsibilities and / or requirements for supporting this Agreement include:

• reaction times of the meeting with service-related incidents.
• Suitable notification to the customer for all planned maintenance.

5.4 Service assumptions

Include assumptions related to in-scope services and / or components:

• Changes to services are communicated and documented with all stakeholders.

6. Service Management

6.1 Service Availability

Cover parameters specifically for the services contained in this Agreement are as follows:

• phone-free support: 21:00 o'clock to 5:00 clock Monday - Friday
• Calls from office hours are forwarded to a mobile phone, and the best efforts are being made to answer / enforce the call. However, there is a backup answer phone service
• E-mail support: 9:00 clock monitored. until 5:00 clock Monday - Friday
• e-mails that are received outside office hours are collected, but no action can be ensured by the next working day.
• assistance onsite support within 72 hours during the business week

6.2 Customer Requirements

To support this agreement, the service provider will respond to service-related incidents and / or inquiries within the following frames:

• 0-8 hours (during business hours) for questions classified as high priority.
• within 48 hours for problems classified as medium priority.
• within 5 working days for problems classified as low priority.
• The remote support is offered inline with the above time racks that depend on the priority of the support request.

Tags: service, services, essay, top, agreements, level

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