most service providers understand the need for service level agreements with their partners and customers. a service level agreement (sla) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. service providers should pay attention to the differences between internal outputs and customer-facing outcomes, as these can help define the service expectations. and consider additional topics you may want to add agreements on, such as: there are several ways to write an sla. this document identifies the services required and the expected level of services between mm/dd/yyyy to mm/dd/yyyy. in this section, you’ll want to define the policies and scope of this contract related to application, renewal, modification, exclusion, limitations and termination of the agreement.
this might include terms and conditions for both the service provider and the customer, and any additional reference material, like third-party vendor contracts. the appendix is a good place to store relevant information that doesn’t fit elsewhere, such as pricing models and charges. build one using this template and examples and consult with your customers for any perceived gaps. as unforeseen instances are inevitable, you can revisit and tweak the sla as needed. bmc works with 86% of the forbes global 50 and customers and partners around the world to create their future. with our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an autonomous digital enterprise that conquers the opportunities ahead.
from learning what an sla is to why you need one, and what goes in an sla to the different types of slas available, you learned about the incredible usefulness of slas without the high-level, confusing baloney. in most slas, you’ll see a statement regarding what the sla document is set out to do – its objective, goal, and purpose. if all the information looks correct – and the customer in question is happy with what the sla states – the receiver of the services will then approve the sla. the rationale for having a separate sla document is that you can revise the sla without having to revise the contract. once those questions have been answered and the sla template you want to create is a little clearer in your mind, it’s time to pen it down.
it can only be used for the business documentation and creation of sla templates, meaning you’ll have to use other pieces of software to manage your other sla processes, including sla management! you can get your customer – or whoever else is involved with the sla – to then approve the draft itself. this communication starts at the beginning of the process to establish an sla and continues throughout the life of the arrangement. in the absence of a shared understanding about needs and priorities, it is easy for conflicts to arise between parties. despite the legal writing, it could prove inspirational for how you want your sla to read and feel. to make the whole process easier, you can make use of many of process street’s readily-available templates and add sla steps to them!
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