Sample Service Level Agreement Format
The following is a sample of a service level agreement format between the
Service Provider and the customer. This sample agreement only
shows the suggested minimum topics to be addressed. Your SLAs for any given
end-user organization may be shorter or longer.
1. Introduction.
a. Parties (organizations) involved.
(1) Service Provider (i.e., BNCC)
(a) POC names (Point of Contact)
(b) Location / office symbol
(c) Telephone numbers
(2) End-user organization
(a) POC names
(b) Location / office symbol
(c) Telephone numbers
b. Purpose.
The purpose of this Service Level Agreement (SLA) is to
state the relationship between the service provider and the
end-user organizations. It specifies the services and commitments
of the BNCC as well as the expectations and obligations of the
end-user organization.
2. Responsibilities of Service Provider (name of the organization).
a. The service provider agrees it will:
(1) Specify what resources will be used.
(2) Describe how the customer will be informed of C4
infrastructure changes and new or changed service.
(3) State security methods to be used to protect C4
infrastructure resources from unauthorized access,
monitoring or tampering.
(4) Describe what process will be used to notify and
coordinate with the end-user organization concerning planned
outages with connectivity, equipment or power.
(5) Explain the coordination process for service degradation
or failure correction and state how the customer will be kept
informed of status'.
(6) Describe what materials will be provided to the customer
to minimize procedural errors.
(7) Explain customer support performance criteria and workload
limitations. (i.e., hours of operation, response times,
expected maximum calls).
(8) Describe what performance data and analysis reports will
be provided to the customer organization to show service
quality and level of customer support provided.
(9) State what customer training is available and what the
service providers role will be in customer training.
(10) Perform periodic surveys to monitor customer satisfaction.
3. Responsibilities of the End-user organization.
a. The end-user organization agrees it will:
(1) Describe the process used to ensure end-users know the
procedures for getting help.
(2) Coordinate with the service provider on any major
configuration changes (i.e., network installation / expansion,
changes in topology, system upgrades, relocations etc.).
(3) Describe the process used to notify end-users of planned
outages of connectivity, or power.
(4) Work group manager and System administrators will provide,
upon request, equipment layout, network schematic, network
connectivity, (attached via backbone or standalone) and their
exact locations.
(5) Describe how they will use the performance and trend
analysis data from the service provider and provide feedback
to improve service.
(6) Develop end-user contingency operations plans and capabilities.
(7) Identify what resources will be matrixed or transferred to
the service provider.
(8) Provide the service provider with access to equipment both
electronically and physically, as needed.
b. During a trouble call, the end users will:
(1) Contact end-user organization POC first, if available.
(2) Describe what minimum information will be provided. (i.e.,
name, organization, location, telephone number, equipment,
user id, e-mail address, etc.).
(3) Provide the service provider with a description of problem,
its priority, and potential mission impact.
(4) Work with the service provider during fault isolation
process, as needed.
c. Describe how increased workload / expansion will be negotiated for
contingencies or new support.
4. Customer Escalation Procedures. The two parties agree to the following
procedures in case the problem needs to be escalated, i.e., when the
customer is unsatisfied with the service provided.
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| Escalation Levels | To Whom | Phone Number(s) |
===========================================================================
| 1st | | |
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| 2nd | | |
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| 3rd | | |
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5. General Maintenance Responsibilities.
a. The following areas of concern need to be resolved before any SLA
takes effect between the service provider and the end-user organization:
(1) Repair of end-user equipment
(2) Repair of backbone equipment
(3) Clearing of paper jams, configuration errors, loading
applications software, etc.
(4) Setting up passwords, new user accounts on end-user LAN, etc.
b. End users need to be responsible for O&M on their LAN and the
service provider takes care of the backbone.
6. Conclusion.
a. Parties agree that the terms of this agreement will be in effect for
(1 year, 5 years, 6 months, etc.) to be reviewed (annually,
semiannually).
b. The parties agree to the following mechanism for initiating an
out-of-cycle SLA review.
Service level and procedures established herein have been agreed to by parties
represented by the undersigned.
_____________________________________ ____________________________________
(Service Provider Representative Signature) (End-user Organization Signature)
Attachments (add as needed):
1. Hours of Operation
2. Definitions and Terminology
3. Lists of Support Equipment / software
4. Summaries of Applicable Contracts
5. Contingency Plans