Service Level Agreement Template

 

Service Level Agreement Template

 

Service Level  Agreement  For  ____________________________   _______________________ _____  [Client]  By  ____________________________   ___________________ _________  [Service Provider] Effective Date: [DD/MM/YYYY] Date: [DD/MM/YYYY]

Company Name:

[Company Name]

Client Relationship Manager:

[Client Manager]

 

Document Revision History  

Date

Author

Revision

Description

Approvals Date

Name

Title

Embedded signature/email

 

 

Table of Contents 1.1

Audience ................................. ................ ................................... ................................... .................................. ................................... .................................... ................................... ................... 2

1.2

Purpose ................. .................................. ................................... ................................... .................................. ................................... .................................... ................................... ................... 2

1.3

Assumptions ................ ................................. .................................. ................................... ................................... ................................... .................................... .............................. ............ 2

1.4

Contacts ................................. ................ ................................... ................................... .................................. ................................... .................................... ................................... ................... 2

2.1

File Formats .................................. ................. .................................. ................................... ................................... ................................... .................................... .............................. ............ 2

2.2

File Delivery Expectations ................................... .................. ................................... ................................... ................................... ................................... ........................ ....... 2

2.3

Escalation Actions .................. .................................... ................................... .................................. ................................... ................................... ................................... .................... 2

2.4

Escalation Resources ................ .................................. ................................... ................................... .................................... ........................... ......... 2

2.5

Service Hours for Problem Resolution .................................. ................ ................................... .................................. ................................... ......................... ....... 2

2.6

File Development ................. ................................... ................................... ................................... .................................... ................................. ............... 2

 Appendix A.

Contact Information ................................. ................. ................ Error! Bookmark not defined.  defined.  

 Appendix B.

Definitions ................................. ................ ................................... ................................... ................................... ................................... ................................. ................ 2

 

1  Scope (Describe scope of this document in few lines.)

1.1 Audience (Who will be the audience of this document will be described in this section of service level template.)

1.2 Purpose (Write information to describe purpose of this agreement in this section.)

1.3 Assumptions (What assumptions are associated with the document will be mentioned under this heading.)

1.4 Contacts (Give information about the contacts associated with this document under this heading)

2 Service Details 2.1 File Formats (describe in detail what formats are required by this document)

 

2.2 File Delivery Expectations   ( agrees to meet the delivery standards listed here )

File Type

Expected Frequency/Minimum Frequency

Arrives at Company X no later

Transport Method (FTP/ Manual File Drop)

than:

2.3 Escalation Actions (What escalation actions are required by this document will be mentioned in this section)

2.4 Escalation Resources (Describe escalation resources required by this document in detail in this heading)

2.5 Service Hours for Problem Resolution (what service hours will be available to resolve these problems will be mentioned in this section)

2.6 File Development (File development process of this document will be described here)

 

Contact Information   Name

Role

Office Phone

Definitions Term

Acronym

Definition

Mobile Phone