Service level agreements streamline operations and allow both parties to identify a proper framework for ensuring business efficiency and customer satisfaction. Businesses can identify where problems lie if SLAs are not adhered to, then make the necessary decisions to find additional budget funding, impose penalties or seek alternate providers and staff.

This policy from TechRepublic Premium provides guidelines for SLAs and responsibilities for both providers (whether external or internal) and customers.

From the policy:

SERVICE LEVEL AGREEMENT ELEMENTS

To define components of an appropriate service level, establish the following:

• The type of service that is to be provided along with the components involved.
• Stakeholders involved.
• Expectations for service performance levels, which can be based on uptime, application response time, human response time or some other quality.
• Responsibilities for both providers and customers.

This download is available as a PDF and Word document.

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