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The SLA is a documented agreement. Let’s look at a sample SLA that you can use as a template for creating your own SLAs. Remember that these documents are flexible and unique. Make changes as necessary, as long as you include the relevant parties—particularly the Customer. And consider additional topics you may want to add agreements on, such as:
- Review or monitoring. How often the Service Provider and Customer may review the SLA, perhaps annually.
- Service credits. Something the Service Provider may offer in case your SLA is not achieved.
- Rider. Used when amendments occur.
- End-of-contract or liquidation terms. Defining how and when Customer or Service Provider can opt out of the SLA.
There are several ways to write an SLA. Below is a mock table of contents (TOC), which you can use as a starting template for writing your own service level agreements.
Read more: managed services sla