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Service Level Agreement Template

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29 views3 pages

Service Level Agreement Template

Uploaded by

arun.kv82
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Service Level Agreement (SLA)

This SLA is made and entered into as of [Date] by and between Achala IT
Solutions ("Client") and [Airtel] ("Provider").

1. Scope of Services

This SLA covers the following services:

1. [Service Name 1, Internet Service]

The Provider agrees to deliver these services according to the terms outlined below.

2. Performance Metrics

Measurement Review
Metric Target Method Period

[e.g., 99.9% uptime per Automated monitoring


Service Availability month] tools Monthly

Incident Response [e.g., 15 minutes for critical Incident ticket


Time incidents] timestamps Per incident

[e.g., 4 hours for critical


Resolution Time issues] Incident resolution logs Per incident

3. Roles and Responsibilities

Provider Responsibilities

1. Deliver the services as outlined in this SLA with minimal disruption.

2. Monitor service availability and provide regular performance reports.

3. Maintain a robust disaster recovery and business continuity plan.

4. Respond to and resolve incidents within the agreed timeframes.

Client Responsibilities

1. Provide accurate information about service requirements.

2. Notify the Provider promptly of any service issues.

3. Ensure adequate internal infrastructure to support service delivery.

4. Penalties for SLA Breaches


If the Provider fails to meet the agreed service levels, the following remedies will
apply:

Type of Breach Penalty/Remedy

Service availability below


[99.9%] [e.g., 10% service credit for each percentage below target]

Escalation to senior management and [e.g., 5% credit per


Incident response delay delay hour]

5. Reporting and Monitoring

1. Reports:

 Monthly performance reports shall include metrics on uptime, response


times, and resolution times.

2. Monitoring Tools:

 [e.g., SolarWinds, Zabbix] shall be used to track performance metrics in


real time.

3. Review Meetings:

 Quarterly SLA review meetings to discuss performance, breaches, and


improvements.

6. Escalation Procedures

Incident Severity Response Time Escalation Point Contact Method

Critical 15 minutes [Manager Name/Title] [Phone/Email]

High 1 hour [Director of Operations] [Phone/Email]

Medium 4 hours [Support Team] [Helpdesk/Email]

Low 8 hours [Support Team] [Helpdesk/Email]

7. Termination and Revisions

1. Termination:

 Either party may terminate the agreement with [e.g., 30 days' written
notice] if performance consistently fails to meet SLA requirements.
2. Revisions:

 This SLA shall be reviewed and updated annually or as business


requirements change.

8. Signatures

For the Client:


Name: ________________________
Title: ________________________
Signature: ____________________
Date: ________________________

For the Provider:


Name: ________________________
Title: ________________________
Signature: ____________________
Date: ________________________

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