Service Level Agreements
The SLA

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A Service Level Agreement is an agreement between two parties for the delivery of specified services by a "Supplier" or vendor to another party, the "Client".

It is effectively a proxy contract in that the two parties have negotiated and signed a comprehensive document specifying the terms and conditions under which the service delivery may be effected. Both parties must clearly understand their respective roles and responsibilities in respect of the delivery of the services.

In the SLA the Supplier and the Client are identified together with a statement of expectations and abilities. The Client should also fully understand the cost of receiving these services and the basis for the calculation of those costs. The Supplier is accountable for the quality and performance levels of the services and the service availability

Where Do You Start?
The existence of an SLA is now seen as due diligence in most service provision scenarios. However, if you haven't already got one in place, where do you start? Clearly creating one from scratch would be a substantial undertaking.

The SLA Toolkit
The most well known support resource is The SLA Toolkit. This comprises a template, guide, checklist, presentation and various other resources. It essentially makes creation of an SLA far more straight forward.

For more information on this product, you can visit the: Service Level Agreement Toolkit web site. For more information generally: SLA and Service Level Agreement Zone

OUR PRESENTATION
To assist, we have also 'borrowed' a small part of the SLA Toolkit! This provides a small presentation and introduction to service level agreements:

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