Service Level Agreement Template Internal

INTERNAL SERVICE LEVEL AGREEMENT (ISLA)

Effective Date: [___________] Agreement ID: [___________]

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1. PARTIES

This Internal Service Level Agreement (“Agreement”) is entered into by and between:

Service Provider: [___________] Department/Unit, represented by [___________] (the “Provider”). Service Customer: [___________] Department/Unit, represented by [___________] (the “Customer”).

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2. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, responsibilities, and expectations between the Provider and the Customer. This Agreement covers the provision of the following services: [___________]

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3. SERVICE DESCRIPTION

The Provider shall deliver the services outlined below:

• Service A: [___________]
• Service B: [___________]
• Service C: [___________]

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4. SERVICE LEVELS AND METRICS

The Provider commits to the following performance standards:

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5. RESPONSIBILITIES

5.1 Provider Responsibilities:

• Maintenance of service availability during the hours of [___________] to [___________].
• Notification of planned maintenance at least [___________] days in advance.
• Compliance with corporate data security and confidentiality policies.

5.2 Customer Responsibilities:

• Provision of necessary access, documentation, and inputs required for service delivery.
• Timely communication of changes in service requirements.
• Designation of a primary point of contact: [___________].

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6. INCIDENT MANAGEMENT AND ESCALATION

In the event of a service failure or underperformance, the following escalation procedure shall be followed:

1. Level 1 (Reporting): Reported to [___________] via [___________].
2. Level 2 (Management): If unresolved within [___________] business hours, contact [___________].
3. Level 3 (Executive): If unresolved within [___________] business days, contact [___________].

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7. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and remain in effect until [___________], unless terminated earlier by either party with [___________] days’ written notice.

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8. GOVERNANCE

This Agreement shall be reviewed on a [___________] (e.g., quarterly/annual) basis to ensure continued alignment with organizational goals. Any amendments must be made in writing and signed by both parties.

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9. AUTHORIZATION

By signing below, the parties acknowledge that they have read, understood, and agreed to the terms and conditions of this Internal Service Level Agreement.

For the Provider:

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Name: [___________] Title: [___________] Date: [___________]

For the Customer:

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Name: [___________] Title: [___________] Date: [___________]