Service Level Agreements

between

Supplier
and

Customer

Note:
Hold your cursor over the Comment number to show advice and guidance on how to complete this SLA Template

Table of Contents

Mission Statement

Purpose of SLA

Customers

Location

SLA Contacts

Customer: Supplier:

Products and Services Covered

Products and services to be provided are listed in the Catalog of Services at Appendix A

Constraints and Conditions.

Service Levels: Support, Requests & Problems

Compliance of 90% for the service levels in the table below.
Priority Customer Impact Feedback to Custom er Immediate update: feedbac k every 15 minutes Feedback immedia tely and every 30 minutes Resolution Time Escalation

Priority 1 Catastrophic

Global Business Stopped

30 minutes

Notify Business Continuity Manager within 10 minutes

Priority 2 Urgent

An entire busines s or support unit has been affected An Individual has been impacte d Scheduled / Planned work; minor problem s

2 hours

Notify (whom) within 15 minutes

Priority 3: Important

Feedback every 2 working hours

8 hours

Notify (whom) within 4 hours

Priority 4: Non-critical

4 hours

24 hours

Notify (whom) within 1 hour

Service metrics
Service Level Average Call Answer Time - within 10 seconds Maximum Call Answer Time within 30 seconds First call resolution Customer Satisfaction Rating Average Call Length (minutes) Performance 90% 100% 70% 85% 5

Call Abandonment Rate

5%

Service Levels: Other Services Scope

Business hours: After Hours Support:
Service Level Notice required Response / Deadlines Availability Reliability No. of incidents of outage MTBF Accuracy Integrity Completeness Rework Table A Services Table B Services Table C Services Table C Services

How to Request Services

Customer Responsibilities

Supplier Responsibilities

Service Level Compliance Reports

Service Level Agreement Review and Change Management

Service Level Agreement Start and Duration

Signed by: For Customer Name: Date:

Signed by: For Supplier Name: Date:

Appendix A: Catalog of Products and Services