SLA Model
Uploaded by
ScribdTranslationsSLA Model
Uploaded by
ScribdTranslationsForm for a Service Level Agreement:
Example Service Level Agreement
1. Services to be Provided by the Support Service
•
•
2. Schedule of Attention
Normal Customer Service Hours:
Here is the description of customer service hours, which coincide with those of
business
Support Via Pager after hours:
Here it describes support outside of normal business hours
3. Ways to access the service
Access to the Support Service will be through:
•Telefónica. Here the service phone numbers should be placed.
•Email. Here you should enter the email address of the service.
Add any other information about access to Support Service.
4. Client Responsibilities
The user must understand that all service provision is regulated by the content of
Service Level Agreement. The user's responsibility in their relationship with the Help Desk will vary.
according to the desired service. However, the user is expected to adhere to all the
IT policies, standards, and procedures.
The affected user will call the Help Desk to report all problems and requirements.
IT support, especially those associated with the products and services defined in the Service
Level Agreement. It is expected that the user has specific knowledge of the tools.
of the IT that it makes use of.
3) You will provide, at the time of contact with the Help Desk, your name, identification, area, location.
and phone number.
Page 1 of 5
4) It will provide a clear description of the problem or situation, without omitting details of the actions.
made before the presentation of the problem. It will indicate, if any, any unusual use
recent applications or any changes on the desktop. It will include in the description of the
problem information about components, program versions, serial numbers, etc. It is expected
that this information be collected before calling the Help Desk.
5) It will provide the name and phone number of an alternative contact, in case the calling user does not.
be available during the problem-solving process (the user or the designated contact
they must be reachable by the Help Desk during the problem resolution process.
6) It will provide an adequate and objective diagnosis of the severity of the problem for the business and
It will inform about the criticality of the problem in terms of business timelines or deadlines.
In the case of sending a technician to the user's workplace, they will provide clear instructions.
about access to the location and will manage the technician's access to the building/attention site.
In the event of sending a technician to the user's workplace, they will be present at the location.
to work at the agreed time with the Help Desk.
9) You must comply and collaborate in the attempt to resolve the problem by phone, following and
executing the instructions provided by the Help Desk staff. He/She will adequately inform everything
event related to online resolution. The user is expected to play an active role in
the resolution process.
5. Priority of Calls and Response Times
Priority Description Time of Time of
Response Resolution
1
2
3
4
6. Service Measurements to be Achieved
For The Support Service:
•
•
For the Clients:
•
Page 2 of 5 and
•
7. Escalation Procedures
Level When does it start Call TE / Pager
1 Agreement on time
of response not
achieved.
2 Without responding hours
after climbing it
at level 1.
3 No answer m
hours later
escalate it to level 2.
8. Reporting
Weekly Report Distribution:
•
Content of the Weekly Report:
•
•
Monthly Report Distribution:
•
Content of the Monthly Report:
•
•
9. Supported Systems and Components
Page 3 of 5
Systems / Components Supported Hardware
components Supported
Supported No Critics
Critics
How by standards
corporate.
10. Support Charges
The cost will be assigned with a rate in $ per workstation per month.
11. Pay-Per-Use Charges
Describe here any pay-per-use.
12. Signatures of the Agreement
Manager, Support Service
DirectorSpecify the origin department
Manager Specify the department
___________________________________________
Page 4 of 5 and
Director Specify the department
The responsibility of reviewing this agreement annually is shared.
together with the Manager, the Support Service and Manager, specify
the department.
Page 5 of 5 and