Template:
Internal Service Level Agreement (Short-Form)
This template provides
a general description of the intent of the service level agreement (SLA)
as well as the owners, approval and review process, and a definition of
the terms used in the document. Customize this template by filling in
all italicized text.
The insert service name
is used by insert description of user community to insert description
of the service capability. The IT department guarantees that
- The service name
will be available insert percentage of the time from insert
normal hours of operation including hours and days of the week.
Any individual outage in excess of insert time period or sum of outages
exceeding insert time period per month will constitute a violation.
- Insert percentage
of service name transactions will exhibit insert value
seconds or less response time, defined as the interval from the time
the user sends a transaction to the time a visual confirmation of transaction
completion is received. Missing the metric for business transactions
measured over any business week will constitute a violation.
- The IT department will
respond to service incidents that affect multiple users within insert
time period, resolve the problem within insert time period,
and update status every insert time period. Missing any of these
metrics on an incident will constitute a violation.
- The IT department will
respond to service incidents that affect individual users within insert
time period, resolve the problem within insert time period,
and update status every insert time period. Missing any of these
metrics on an incident will constitute a violation.
- The IT department will
respond to non-critical inquiries within insert time period,
deliver an answer within insert time period, and update status
within insert time period. Missing any of these metrics on an
incident will constitute a violation.
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