IT organizations that manage multiple service providers may want to enter into operational level agreements (AEOs) to explain how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. In addition, each example addresses a different industry or application case. These include IT services, social media services, call center services, and HR services. Service level agreements are the first step in establishing a relationship between a service provider and a customer. By realizing what is expected of each party, there can be transparency and trust on both sides. Regardless of the type of service level agreement that will be signed, each party can now be held accountable for meeting the end of the agreement. Sometimes it is necessary to compromise when the service provider does not have the necessary resources to meet the customer`s requirements. In this case, the client may need to review its requirements and the service provider may need to invest in more resources. Such compromises create a good working relationship between the service provider and the customer.

Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics that are jointly agreed in these cases are: “Service level agreements build, among other things, trust in and between organizations – clearly state what to do, according to what standard and when. ” – Adam Henshall, What is an SLA? How to Use Service Level Agreements for Success The second type of service level agreement structure is the customer-based SLA. A customer-based SLA is an agreement with a customer that covers all services used by that customer. Consider the relationship between you and your telecom operator. They use the telecommunications operator`s voice services, SMS services, data services and several other services. For all these services, you only have a contract between you and the telecommunications operator. If the IT service provider provides multiple services to the company and customers and all service levels are documented in a service level agreement for the services provided, this is a customer-based SLA.

And that`s what this article is about – free, easy-to-use examples in the form of practical templates. For example, you are a customer of a bank and the bank provides you with services. A service level agreement between you and the bank describes the services provided and the service levels at which they are provided. For example, the bank allows you to withdraw money from an ATM, and the transaction lasts no more than 10 seconds. This is an example of a service level agreement and part of service level management. There are several ways to write an SLA. Below is a simulated table of contents (TOC) that you can use as a startup template to write your own service level agreements. Service availability: the time available for the usage service. This can be measured on the basis of the window of opportunity, for example between the hours of 8.m and 6 P.m.

99.5% uptime and more or less uptime at other times. E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. A second example is that if you have noticed the need to make changes to the AA, additional tasks will be posted to guide you through the process of communicating with the relevant staff, confirm that the updates have been made, and obtain authorization from management. As I mentioned at the beginning of the article, the following 8 checklist templates are designed to perform regular service level agreement checks for the same application cases. Now, I`ll break down each section with some details and examples…