When creating a service level agreement template, it is advisable to use the following components so that your service level agreement is easy to read yet comprehensive enough to be considered a fair arrangement between Buyer and Seller:
1. Title Page – In this page, you should clearly indicate that this is a Service Level Agreement for the customer by the service provider. You should state who is the document owner, and who is the business relationship manager. It is also on this page that you should show which version of the service level agreement template is being used in this document (meaning, have there been revisions of the service level agreement in the past. If so, which revision is now being presented?) The names of the people who will sign and approve the document must be shown too, as well as when the project is expected to be started and finished. 2. Table of contents: A service level agreement often is quite thick, even if many technical details about the goods, products, services or system to be provided have been left out to make it simpler. This is why you need a table of contents, so that the reader will not be confused as to which portion of the document he is reading or needs to read.
3. Agreement overview: This provides a summary of what the agreement is about; meaning the most important details of the project will be listed down here. This helps make the task of reading the entire document much easier because the reader will have an idea of what pertinent details he should look out for when examining the other parts of the document more thoroughly.
4. Goals and objectives: All projects regardless of type have specific goals and objectives that the client and service provider must aim for when initiating and concluding their service relationship. Here, it should be clarified which goals and objectives apply to which party so that there is no confusion later on about who is accountable for what.
5. Stakeholders: It is always important to know who stands to benefit from the project. This helps narrow down the definition of ownership so that future claims arising out of the use of the service can be properly addressed and, if necessary, contested.
6. Service agreement: Under this category are several subdivisions, namely, scope of the service, customer requirements, requirements of the service provider, and assumptions about the service.
7. Service management: This is inclusive of service availability, any limitations on service availability, how to measure or gauge the service, reporting on the degree or quality of service provided, service requests, how the service will be maintained, and any exceptions to the service.
8. Appendixes: Although these may not be a strict requirement, appendixes are sometimes necessary to determine the areas where change, release, incidents, problems, and configuration should be managed and how. Other possible contents of appendixes are reviews of service performance, managing business continuity, and third party contracts. You might also want to place definitions and amendments in this part of the service level agreement template.