Service Level Agreement Forms Understanding Each Section of the SLA
Connecting the service provider and the consumer is a service level agreement (SLA) form. This form is the basis that both parties clearly understand what is written as the terms and conditions of the contract. Both the service provider and the customer should sign the SLA form first before any business transaction is done.
The service level agreement form usually includes these sections: (1) Definition of the services provided; (2) Specifications of hours and days the service will be provided; (3) Specifications of location and names of users for which the service will be made available; (4) Problem reporting procedures; (5) Requesting minor changes procedures; (6) Changes in billing and payment procedures; (7) Targets of service level quality specifications; (8) Customer responsibilities; (9) Resolving service level dispute or conflicts procedures; (10) Handling unexpected system outages and off-hours emergency situations.
Creating a service level agreement form is such a tedious job. Every detail that may affect the service rendered should be written and documented. In addition, every SLA should be reviewed once in a while to ensure that the form is still appropriate and make certain revisions whenever necessary. To help manage service level agreements (SLA), an SLA Toolkit is made available. The SLA Toolkit provides templates that will make it easier for the service manager to prepare the SLA form. Once SLA form is completed, it is very important to discuss it in detail with the customer, because it is but a sad reality that both parties should revisit it once conflicts arise. You may need to depend on the fine prints of the SLA form once in a while.