In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification. Exclusions – Specific services that are not offered should also be clearly defined in order to avoid confusion and eliminate the margins of acceptance of other parties. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider other topics to which you might want to add agreements, for example: B.: Service Level Management or SLM is defined as «responsible that all service management processes, operational-level agreements, and underlying contracts are tailored to the agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer assessments. Consider this section as a way to categorize the types of services provided, as well as an overview of what is discussed further in the agreement. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. Service Tracking and Reporting – This section defines the reporting structure, monitoring intervals, and stakeholders involved in the agreement. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs.
Often, the SLA includes a change control procedure that establishes a mechanism for agreeing and recording changes to the agreement or services to be provided. In an agreement of any length or complexity, it is inevitable that changes will be made to the services (which impacts service levels) and an agreed and properly implemented change control procedure is essential. . . .