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Sample Service Level Agreement
Introduction
This section identifies the IT organization delivering the service, the business customer receiving the service, and the service relationship between them. An example would be: Infrastructure
Group, providing network support for a shipping
warehouse or Application Support Group providing support for the time-attendance system within
the payroll department.
Description of Services
What services will be provided, what types of
work will be performed, and the parameters of
service delivery.
Computer Aid, Inc.
1390 Ridgeview Drive
Allentown, PA 18104
United States
(610) 530-5000
www.compaid.com
IT Mentor
“CAI has a structured methodology for Managed Maintenance
that plans for thorough knowledge transfer and rapid transition of team members to full
support.”
Michael V. Hmel
Senior VP
Fed Ex Ground
Information Systems
PAGE 2
The SLA is the Glue that Holds the
Relationship Together
The SLA is a Contract between IT
and the Customer
S amp l e S e r v i c e L e v e l A g r e eme n t• Describe the types of service and work that are
part of service delivery (Maintenance/Enhancements, Incident Repair, Technical Support.
• Hours and days of support for different types
and levels of service
• Service contact process and detailed contact
information
Description of Responsibilities
Description of Responsibilities: This section describes who is responsible for what within the
framework of services being delivered and received. Responsibilities can be split three ways:
1. Responsibilities of the IT service provider
2. Responsibilities of the customer
3. Responsibilities shared by both parties
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