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DOCUMENT DESCRIPTION

This document is an ITIL V3 based Service Level Agreement Template.

A Service Level Agreement is an agreement between an IT Service Provider and a Customer. It describes the Services being provided, the committed Service Level Targets, and the responsibilities of both IT Service Provider and Customer. It is the 'contract' between both parties and as such it must be signed by both, and then be subject to formal Change Control.

Typical contents: Service Description, Availability, Pricing, KPI's, Reporting, Review Meeting Frequency, Escalation Procedures, Key Stakeholder Contact Details, etc.

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Source: ITIL Service Level Agreement Template Word document

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ITIL Service Level Agreement Template

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File Type: Word (doc)

File Size: 290.5 KB

Number of Pages: 27

Related Topic(s): ITIL Contract

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Initial upload date (first version): Aug 4, 2013

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