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A Service Level Agreement (SLA) is part of the contract between your company and its IT supplier
The SLA sets out which service level is acceptable and - crucial - explains what compensation you receive if the IT supplier does not meet these levels.
slas are there in many shapes and sizes. Most IT suppliers have a standard document that you can customize to meet your needs. We have created an example of an example of the Service Level Agreement to help you understand what a SLA should contain.
Free Download Our Sample SLA offers unlimited use of the SLA in your company, and you can change you to your needs.
Your SLA plays an important role in defining the relationship between you and your IT supplier. It guarantees you a degree of service level, making you trust that the supplier will react quickly if something goes wrong.
Without comprehensive SLA in place and that you have unlikely much comeback if your IT supplier is not responding to your needs.
Usually a service-level agreement includes:
For example, your IT provider can guarantee 99.9% operating time for your cloud backup system.
reaction times. This measure How long does your IT supplier take to answer if you raise a request to support. Normally, support requests must be raised in a certain way (often via an online chat platform), ensure that you have a good IT support process instead.
For example, your IT supplier could promise to react critical problems within 15 minutes.
Normally, everything that is covered by your SLA is not cost-effective. Therefore, it is important to ensure that your Service Level Agreement covers the most important parts of your IT system.
Your SLA should show detail what compensation you get if the IT supplier does not meet its promises.
Our sample service level agreement shows typical punishment clauses and amounts. Note, however, that various IT suppliers offer different compensation levels with different payment thresholds.
Normally, compensation decreases in the form of an account balance, which reduces the costs of your IT support for the next month. For example, you will receive a balance of 5% for each hour, which the supplier does not meet a target.
A good service level agreement should also provide a get-out clause so that you cancel the contract if the supplier does not fulfill the SLA repeatedly.
Our Service Level Convention Template comprises a few usual exclusions and clauses. As with each contract, the devil is in detail. These are some things you can look like before signing a SLA:
For example, a server crash can sometimes be released by simply restarting the server. That could only take five minutes. However, a server can also go offline because its hard drive failed. If this happens, it may take one or two days to replace the hard disk, reinstall software and restore data from backups.However, these two problems could be classified as "serious" if they fall under the same resolution. Often it makes it more meaningful for the supplier to promise that you always do your best to fix problems quickly.
Finally, remember that while a SLA gives you some backup and trust, it is not a substitute, a good connection with a supplier you trust, not replaced. Evaluate the providers not only on the SLA offered by them.
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