Logical and Physical Network Design
Building Service Level Agreement Contracts A Best Practices Approach
Overview
Introduction
This paper presents a brief overview of what goes into a Service Level Agreement (SLA) contract. It also presents an example of one.
Contents
This publication contains the following topics: Topic Why Have Service Level Agreements? Contract Areas to Consider Contract Components Example Of A Service Level Agreement Contract See Page 2 3 6 8
-1-
Why Have Service Level Agreements?
Rationale
SLAs are critical towards formalizing expectations around services with end users and customers. Without these, customer expectations will assume that everything will be delivered and available at a 100% level all the time. Very little can be done about poor service when there is no definition what good service is. Objectives should be set that describe items such as response times, availability, turnaround and accuracy. Customers and IT should commit to a mutually acceptable means of verifying compliance with service objectives and agree on actions that must take place when exceptions occur.
Key Goals
Key goals of undertaking formalized service arrangements are as follows: • Allow for IT to understand customer service requirements. • Control customer expectations for levels of service to be delivered. • Allow for clear understanding of priorities when handling service problems.
-2-
Contract Areas to Consider
Overview
The following section presents a number of key areas to consider when building SLA Contract documents.
Level of Formalization
Service levels may range from a formalized contract that is signed off by representative customer departments to informal "known" levels internal to IT functions. IT should be aware which level of formalization is appropriate.
Ability to Meet Service Targets
IT should ensure that documented levels of service can indeed be met. Targets should allow for a latitude contingency to cover occasional problems or
Overview
Introduction
This paper presents a brief overview of what goes into a Service Level Agreement (SLA) contract. It also presents an example of one.
Contents
This publication contains the following topics: Topic Why Have Service Level Agreements? Contract Areas to Consider Contract Components Example Of A Service Level Agreement Contract See Page 2 3 6 8
-1-
Why Have Service Level Agreements?
Rationale
SLAs are critical towards formalizing expectations around services with end users and customers. Without these, customer expectations will assume that everything will be delivered and available at a 100% level all the time. Very little can be done about poor service when there is no definition what good service is. Objectives should be set that describe items such as response times, availability, turnaround and accuracy. Customers and IT should commit to a mutually acceptable means of verifying compliance with service objectives and agree on actions that must take place when exceptions occur.
Key Goals
Key goals of undertaking formalized service arrangements are as follows: • Allow for IT to understand customer service requirements. • Control customer expectations for levels of service to be delivered. • Allow for clear understanding of priorities when handling service problems.
-2-
Contract Areas to Consider
Overview
The following section presents a number of key areas to consider when building SLA Contract documents.
Level of Formalization
Service levels may range from a formalized contract that is signed off by representative customer departments to informal "known" levels internal to IT functions. IT should be aware which level of formalization is appropriate.
Ability to Meet Service Targets
IT should ensure that documented levels of service can indeed be met. Targets should allow for a latitude contingency to cover occasional problems or