Service Level Agreement Xls
Before subscribing to an IT department, the SLA must be carefully evaluated and designed to achieve maximum service value from the perspective of end users and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations. To support the services described in this Agreement, the Service Provider responds to service-related incidents and/or requests submitted by the Customer within the following timeframes: Questions such as “Who does what? What for? Who responds to the results? Who decides what? “says the agreement. Activities that fall under the responsibility of the relevant service provider for the operational requirements of the service. This Agreement shall remain valid until it is replaced by a revised Agreement, approved by mutual agreement of the Interested Parties. In the next section, the contract overview should contain four elements: In this section, the management and support details applicable to the service provider This contract describes the parameters of all IT services covered, as they are understood between the primary stakeholders. This Agreement does not replace ongoing processes and procedures unless expressly stated. The purpose of this Agreement is to ensure that the appropriate elements and obligations are in place to provide the customer(s) with consistent IT service support and provision by the service provider(s). Add reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for both the service provider and the customer, as well as additional reference documents such as contracts with third parties. .