Service Level Agreement Template (IT Service Example) Pen (Word DOCX)

SLM WORD DESCRIPTION

This product (Service Level Agreement Template [IT Service Example] Pen) is a 4-page Word document, which you can download immediately upon purchase.

Many organizations today seek the services of others in order to run their operations successfully and often sub contract key services or functions such as IT.   While it is easy to connect with a service provider the key to a successful service is the common understanding around what that service is and how it will be managed.   This becomes even more essential if issues arise and rapid response is required in order to enable the continuation of the business operation.  


The solution to this is to have a formal document (Service Level Agreement or SLA) which outlines the service and the expectations around this service.  This should include the definitions around the service that is to be provided. The service level guarantees if the service fails defining the response and resolution time of the issue.  Escalation matrix process if the failure cannot be resolved within the agreed response times.   Expectations from the client around root cause analysis to prevent reoccurrence of issues.   Then if all else fails what remediation action will be taken in order to continue or exit the service. Action includes service credits (penalties) or termination.   Understanding these definitions and objectives is key to successful service between the client and the service provider.


This document is a Service Level Agreement (SLA) template displaying an IT service example which is based upon best efforts of the provider (so no penalties identified for service failure).  The document is a word and covers the following sections:


1. Overview
2. Priority Definitions
3. Service Level Guarantees
4. Escalation Matrix
5. Root Cause Analysis
6. Service Credits (Penalties)
7. Termination For Chronic Failure


This template is fully customizable to align with specific agreements and can be modified for any type of service. Please note that this is not a legally binding document; rather, it is intended to document expectations regarding service performance and issue resolution.

Source: Best Practices in SLM Word: Service Level Agreement Template (IT Service Example) Pen Word (DOCX) Document, AM Consultancy