Sample Service Level Agreement For Software Support

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The client`s responsibilities and/or requirements in support of this agreement include: A Service Level Contract (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry. The coverage parameters for the services covered by this contract are as follows: To support the services described in this agreement, the service provider will respond to service-related incidents and/or requests that the customer submits within the following time frame: A brief introduction to the agreement regarding the parties, the scope of the service and the duration of the contract. For example: The Business Relationship Manager is responsible for regular verification of this document. The content of this document may be amended if necessary, provided that the main stakeholders obtain mutual agreement and are communicated to all parties involved. The holder of the document will take into account all subsequent revisions and will request, if necessary, reciprocal agreements/authorizations. Insert price models for each type of service with detailed specifications. In this section, you want to define the guidelines and scope of this contract with respect to the application, extension, amendment, exclusion, restrictions and termination of the agreement. The aim of this agreement is to ensure that the appropriate elements and commitments are in place to provide the provider (s) with consistent IT support and consistent provision by the service provider or providers.

Inserts a short definition and description terms that are used to represent services, rolls, metrics, circumference, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be distributed to the corresponding sections of this document instead of grouping it into a single section. Key performance indicators (KPIs) and other related metrics can and should support your ALS, but the realization of this data does not necessarily lead to the desired result for the client. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the required services and the expected level of service between MM/DD/YYYY to MM/DD/YYYY. The [service provider`s] coverage of the service, as described in this contract, follows the schedule listed below: here you define the responsibilities of the service provider and the customer. Before you subscribe to an IT department, ALS must be carefully evaluated and designed to achieve maximum service value from the end-user and business perspective. Service providers should be mindful of the differences between internal spending and client-focused outcomes, which can help define service expectations.