IT Support Service Level Agreement Template

IT Support Service Level Agreement Template

This Service Level Agreement (SLA) outlines the technical support standards and expectations between [Service Provider Name] and [Client Company Name]. It defines the scope of services, response time objectives, and the responsibilities of both parties to ensure optimal system performance.

1. Agreement Overview

This agreement is effective as of [Start Date] and will remain in effect until [End Date] or until terminated by either party with [Number] days' written notice.

2. Scope of Services

[Service Provider Name] will provide the following IT support services:

• [Service 1: e.g., Help Desk Support]
• [Service 2: e.g., Server Maintenance]
• [Service 3: e.g., Network Security Monitoring]
• [Service 4: e.g., Software Patch Management]

3. Service Level Objectives (SLOs)

Support requests are categorized by priority level. [Service Provider Name] commits to the following response and resolution times:

4. Client Responsibilities

To ensure the delivery of services, [Client Company Name] agrees to:

• Provide timely access to systems and personnel as required.
• Report issues through the designated channel: [Email Address/Portal URL].
• Maintain current software licensing and hardware warranties.

5. Exclusions

This agreement does not cover:

• [Exclusion 1: e.g., Hardware repair costs]
• [Exclusion 2: e.g., Third-party software training]
• [Exclusion 3: e.g., Issues caused by unauthorized modifications]

6. Signatures

[Service Provider Name] Signature: __________________________ Date: __________

[Client Company Name] Signature: __________________________ Date: __________

Pro Tips

• Define "Response" vs "Resolution": Ensure you distinguish between the time it takes to acknowledge a ticket and the time it takes to actually fix the issue.
• Include Business Hours: Explicitly state whether support is 24/7 or limited to specific business hours to avoid ambiguity.
• Review Periodically: Schedule a quarterly review of this document to adjust response times based on changing business needs.

FAQ

What happens if the service provider misses a target?

The agreement should include a "Service Credit" clause where the provider offers a discount or refund if performance metrics fall below the agreed-upon thresholds for a sustained period.

How are support tickets prioritized?

Prioritization is typically based on the impact to business operations. A total system outage is usually a P1, while a single user having trouble with a printer is usually a P3.

Can this agreement be updated?

Yes, this document should be treated as a living contract. Both parties should agree to formal amendments in writing whenever the scope of work or service requirements change significantly.