Service Level Agreements
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Perspective (continued)

  • Service is provided according to a mutual agreement:
  • Terms and Conditions
  • Time period
  • Cost
  • Binding contract
  • All systems should be included: production, pre-production, test, development, proof-of-concept, etc.
  • Set expectations for all parties and all systems
  • High Level Outline of Service Level Agreement Document
  • Overview
  • Service Description
  • Roles and Responsibilities
  • Requesting Service
  • Hours of Coverage, Response Times & Escalation
  • Maintenance and Service Changes
  • Pricing
  • Reviewing and Reporting
  • Approvals and Signatures

    • For assistance with designing, writing, implementing, and supporting your Service Level Agreements (SLA), please contact Mt Xia.

    Slide ID:MXSLA-3