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Signed Service-Level Agreement Template

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What should be included in a service level agreement?

The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.

What are the 3 types of SLA?

ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs. Many factors will need to be considered when deciding which SLA structure is most appropriate for an organization to use.

What is an example of a service level agreement?

A customer service level agreement is an agreement between you and an external customer. For example, a facilities' manger provides maintenance services for various customers. A vendor service level agreement is an agreement between you and the vendor. For example, you hired a vendor to support notebook services.

What is the purpose of a service level agreement?

A Service Level Agreement (SLA) is an agreement or contract between an organization and their service provider that details the obligations and expectations of the relationship. The SLA functions as a blueprint of the service the provider will provide, and can protect your organization's assets and reputation.

What is a service level agreement template?

An SLA is a contract between parties that defines the services provided, the indicators associated with these services, acceptable and unacceptable service levels, liabilities on the part of the service provider and the customer, and actions to be taken in specific circumstances.

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