IT Service Level Agreement Example for Support & System Availability

IT Service Level Agreement Template

This Service Level Agreement (SLA) defines the formal commitment between the service provider and the client regarding IT support, system availability, and response times. It serves as a binding reference to ensure expectations for performance and accountability are clearly established and maintained.

1. Agreement Overview

• Service Provider: [Your Company Name]
• Client: [Client Company Name]
• Effective Date: [Date]
• Agreement Term: [Number] months/years

2. Scope of Services

The following IT services are covered under this agreement:

• [List specific services, e.g., Network Monitoring, Help Desk Support, Server Maintenance]
• [List specific hardware or software covered]
• [List any excluded services or hardware]

3. Service Availability and Uptime

The service provider commits to a service availability target of [Percentage, e.g., 99.9%] during the following hours:

• Standard Business Hours: [Start Time] to [End Time], [Days of the Week]
• After-Hours Support: [Details regarding emergency support availability]

4. Incident Response and Resolution Times

Incidents are categorized by priority level, with the following response targets:

5. Client Responsibilities

To ensure the service provider can meet these objectives, the client agrees to:

• Provide timely access to systems and personnel as required.
• Report incidents through the designated channel: [Email/Phone/Portal].
• Maintain hardware and software in accordance with manufacturer specifications.

6. Service Credits

In the event that the service provider fails to meet the defined uptime or response targets, the following remedies apply:

• [Define credit structure, e.g., 5% of monthly fee for each 1% of downtime]

7. Signatures

• Service Provider Representative: ____________________ Date: [Date]
• Client Representative: ____________________ Date: [Date]

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Pro Tips

• Define "Business Hours": Clearly specify time zones to avoid confusion for remote or distributed teams.
• Keep it Simple: Avoid overly complex legal jargon; the goal is for both technical and non-technical stakeholders to understand the expectations.
• Review Regularly: Schedule a quarterly review to adjust response times or scope based on changing business needs.

The Parties

This agreement is made between the following parties:

• First Party: [Full legal name], of [Address] (the "First Party")
• Second Party: [Full legal name], of [Address] (the "Second Party")

Each is a Party and together they are the Parties to this agreement.

FAQ

What is the primary purpose of an SLA?

An SLA is designed to document the agreed-upon level of service, ensuring both the provider and the client have a shared understanding of performance metrics, responsibilities, and remedies.

How do I determine appropriate response times?

Response times should be based on the criticality of the business processes supported by the IT infrastructure. Start by identifying which systems, if failed, would cause the most significant financial or operational impact.

Can an SLA be modified after it is signed?

Yes, SLAs are "living" documents. You should include a clause for periodic review and amendment to ensure the agreement remains relevant as your business grows or technology changes.