A Service Level Agreement (SLA) is an agreement between a service provider and a client. It builds a set of deliverables that one party has accepted to provide another. This agreement can exist between a company and its clients. It also exists in one department that delivers a recurring service to another department within that business.
Benefits of Service Level Agreement
Keeps Disappointments At Bay
Clients are disappointed when certain tasks and expectations are not kept, even though some of them may be unrealistic. A good SLA efficiently takes care of these situations by specifically defining the capabilities of the utility provider.
Reduces Complexities
The general behavior of customers and clients is they usually would not want to learn or understand the functions of the service provider. However, what the clients are eager to know is how they will benefit them. An SLA agreement, therefore, defines and explains the problems that may appear during the agreement, what the prompt feedback should be and how the problem can be neutralized if the feedback is not adequate.
How a Service Level Agreement is written?
Assessing The Current Situation
Reviewing the current situation! Yes, by making sure that the service provided is enough to satisfy customer expectations.
Defining The Level Of Science
By including things like scope of service needed, the purpose of the service, and all key information as well as the specific business processes.
Defining The Terms Of The Agreement
By defining the role of provider and responsibilities and its duties, the agreement’s duration, and the applicable service times. Also, the expectation of the service times, such as holidays, maintenance periods, and so on.
Setting Performance Levels While Creating Practical SLA
By ensuring that both the minimum and the expected levels for service, as well as many times the service is recognized either unavailable or restricted.
Recording Escalation Procedures
Setting service standards, showing the actions to be taken when service levels fall below these standards. These steps should add two things. They are the reason for missed activities and the reporting time and the problem resolution within a specified time.
Defining The Project’s Metrics
The metrics commonly used include:
- Mean time between failures.
- Mean time between service incidents.
- Mean time to restore service.
- Turn around time.
- Uptime
Stating Conditions And Fees
Stating both the conditions and fees. Also, saying the accurate conditions under which the fees may apply as well as any limitations. The more precise charges are the less chance for disagreement and the better the provider’s production.
State Practical SLA Exclusions
Prepare a list of exclusions in which time is not enforced against the SLA measurement, such as registered and emergency support, and things reboots and backups. Additionally, include the SLA provisions for the failure of a third party that the provider has no control over.
Documents Required For SLAs
- A statement of the parties involved-For customer and service-based SLAs, there are two parties included. They are the suppliers, who are supplying the services, and the customers who are receiving them. Additionally, for multilevel service SLAs, there are various departments, parties, or organizations involved. Moreover, it is important to declare who are all involved at all levels.
- A statement regarding the purpose of the SLA-In most SLAs, you will see a statement regarding what the SLA document is set out to do. Including its objective, goal, and purpose.
- A list of services being supplied-An SLA needs to note exactly what services are being supplied.
- An in-depth explanation of how services will be carried out, and when-It’s not enough to list the services being implemented. It also requires to be notified concerning what times the service will be brought out, where they will be carried out, to what standard, and what, exactly each service requires. This simply notifies the customer of what’s in store, plus, it holds the supplier responsible for the services presented.
- The supplier and customer requirements-The supplier’s responsibility is generally to do with the upholding of quality services. Meantime, the party getting the service has provisioned such as assuring the pay for the services frequently on time.
- Rules for post-agreement management-If all parties get approved for the agreement, it should ensure that the parties involved are happy. Additionally, there are no failures from the parties who are supposed to be upholding their requirements and responsibilities.
- Acknowledgment of the SLAs approval-If all the information is correct and the customers are happy with the SLA states, the receiver of the services will then approve the SLA. This will come in the form of a signature, or with a click of a button.
Service Level Agreement Process
3 Business Days
Upon contact, your request to file for a Service level Agreement will be received and our representative will be in touch with you to take your request forward. If we need more information from your end, we will call you as and when required. After we receive all your details, our in-house lawyers and legal experts, will create the legal notice and send it across for your view within 2- 4 business days.
2 Business Days
Your original price includes two rounds of iterations. Therefore, if you need any changes done to the Service Level Agreement, our lawyers will do the needful and send it across to you for your view once again.
