So many of you have asked for a simple and clear SLA Template in document format.  So here it is….

The SLA Toolkit site is dedicated to providing free Service Level Agreement Templates and Best Practice Articles.  The site has metrics for SLAs across a wide variety of areas such as IT, Finance and Accounting, HR, Recruitment etc.  We have also created a series of articles to help people to include the non-metric information. These articles cover important areas such as What is an SLA? , Who needs an SLA? , What you need to include when creating an SLA?  Our view was that most people are really interested in understanding the purpose of SLAs and the main objects that need to be included in them.  I think this is probably true – however there seems to be a lot of people who want an actual word document or word SLA template which they can populate.  alas I cannot insert an SLA template into the blog post – so I have pasted the entire content below.  I hope this helps!  If you are interested in tracking it effectively then please do look at the SLA Management tool to understand how keeping it in word is probably a mistake if you want to ensure it is tracked and monitored on an ongoing basis…

DRAFT Service Level Agreement Template

Distribution List

Table of Contents

1            Executive Summary. 3

1.1    Purpose and Objectives. 4

2            Roles, Responsibilities and Service Commitments. 5

2.1    Contacts. 5

2.1.1      <Service Provider>.. 5

2.1.2      <CLIENT>.. 5

2.2    Responsibilities. 6

2.3    Effective Date. 6

2.4    Duration of the Agreement. 6

2.5    People and operating hours. 7

2.6    Key Personnel Changes. 7

2.7    Place of Service Delivery. 7

2.8    Issue Management. 8

2.9    Disaster Recovery / Business Continuity. 8

3            Service Definition. 9

4            Signatures. 9

1    Executive Summary

This document is a Service Level Agreement (“SLA”) which defines the service agreement between (<CLIENT>) and <Service Provider>.   <Insert key aspects of service and reason for agreement>

 This agreement outlines the facilitation of the services to <CLIENT> by <Service Provider>, along with the relevant responsibilities and expectations necessary to enable the required services.

All service areas will be discussed during monthly review meetings between <CLIENT> and <Service Provider>.  The objectives of these meetings are to assure that each service area is relevant, that satisfactory service levels are reached and to ensure that the responsibilities have been fulfilled by both parties.

The service definition will be formally reviewed on an annual basis and this agreement will be updated accordingly.

Amendments to the contents of this agreement are made by the mutual agreement of <CLIENT> and <Service Provider>.  The Document will be maintained by <CLIENT> and will remain valid until a revised agreement has been mutually endorsed by both parties.

The metrics for this agreement will be monitored and reported on using the SLA Management and Monitoring Tool – ServiceFrame.

1.1   Purpose and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to <CLIENT> by <Service Provider>.

The goal of this Agreement is to obtain mutual agreement for service provision between the <Service Provider> and <CLIENT>.

The objectives of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to <CLIENT>.
• Match perceptions of expected service provision with actual service support & delivery.

2    Roles, Responsibilities and Service Commitments

2.1   Contacts

The Account Manager from each party will maintain responsibility for the relationship on their respective sides of the agreement.  The following are the Authorised Persons from each party:

2.1.1   <Service Provider>

2.1.2   <CLIENT>

2.2   Responsibilities

The Account Manager within <Service Provider> will have responsibility for the performance of <Service Provider>’s activities outlined in this agreement, along with the appropriate risk management activities.

<insert any other relevant responsibilities>

2.3   Effective Date

This Agreement is valid from DD MM YYYY 

2.4   Duration of the Agreement

This Agreement shall remain in place for an initial period of X years from the commencement date, and thereafter shall renew for a period of X year, subject to annual reviews.  <CLIENT> have the power to terminate the agreement at any time within good reason.  If this occurs <CLIENT> retains rights and ownership over all <CLIENT> related documentation, information and files.�
Support Structure

2.5   People and operating hours

<Service Provider> will provide <CLIENT> with various support features, as listed below:

• <insert as appropriate>

Support Personnel

<Service Provider> will provide competent personnel with the necessary skills and experience to provide the support services. <Service Provider> will use its sole discretion in selection of all its personnel nominated to carry out the services. If however, in <CLIENT>’s reasonable opinion, any of <Service Provider>’s personnel fail to carry out the services with sufficient competency, <CLIENT> may notify <Service Provider>. Upon such notice, <Service Provider> shall rectify the situation as soon as is reasonably possible.  (suggested wording only!)

2.6   Key Personnel Changes

To allow for continuity of service both parties must inform each other of significant departures or changes in the responsibilities.

2.7    Place of Service Delivery

<Service Provider>

Street Name

Street District

City

Country

2.8   Issue Management

<Service Provider> will immediately notify the <CLIENT> Account Manager of any material developments that will have an impact on the ability of <Service Provider> to carry out the services effectively.  This also applies to developments that will have an impact on the compliance of the service with the applicable laws and regulatory requirements.

<Service Provider> will log and keep track of all developments and any issues raised by <CLIENT>.  All open issues will be discussed at the monthly partnership review meetings.

2.9   Disaster Recovery / Business Continuity

<Service Provider> has effective Disaster Recovery / Business Continuity plans that are tested on a regular basis

<insert details>

3    Service Definition

The following sections detail the services and associated responsibilities pertaining to this agreement.  All metrics will be consolidated and reviewed on a weekly/monthly/quarterly/annual basis using the SLA Management tool - ServiceFrame

<insert all services below as per table.  The table sets out the key aspects of metrics as required by leading SLA Management tools like ServiceFrame>

All metrics should be uploaded into ServiceFrame to ensure they are reported on at agreed intervals.

4    Signatures

<CLIENT>

<Service Provider>