Companies and clients often wonder what could and should be an ideal SLA document.Many times, this is indeed a cause of worry for the decision makers and sometimes a life-saver if the ideal tenets are known to the key stakeholders in the game.
Though, there is no fixed template for a Service Level Agreement, much as most agreements we know of, yet crucial elements are not to be missed.
The term “Service Level Agreement” encompasses such a wide variety of documents in such a wide variety of industries that there likely is a chance that many parameters differ for industry and market to market.
Here, only for understanding purposes, we are outlining the short template – which will help understanding what is forming a defined agreement:
[DESCRIBE WHAT IS DELIVERED – BY WHOM – WHERE AND WHEN]
[SET OUT MEASURABLE (!) METRICS FOR EACH INDIVIDUAL SERVICE]
[INCLUDE A SYSTEM FOR INCREASE/DECREASE IN PRICES AND BOTTOM LINE FOR SERVICE]
Finally, please note that an SLA is PART OF a contract – which typically includes general legal provisions and detailed financials as well. These should be separated from the SLA itself .
For more queries, please feel free to contact us at Easy Source, we will be happy to help !