Customize your own Service Level Agreement (SLA) using our template

by Jim Wells MBA | May 27, 2004 7:00:00 AM

Tags: Service level management, Jim Wells MBA, SLA, information technology

Takeaway: TechProGuild recognizes the importance of the service level agreement and has created a downloadable case document to spell out some of the important features it should include.

Your organization's IT infrastructure depends on many service providers to meet the unique needs of your users. Unfortunately most service providers exist outside the realm of your influence and control. To further add to your list of concerns is the difficulty in keeping each disparate IT network functioning at a level your users demand. Any disruption in service has the potential for catastrophic business problems, which can often include lost sales and user dissatisfaction.

To help allay some of the burden placed on IT professionals, the service level agreement was created to help spell out the unique demands of IT by service providers to their clients. Though the document has evolved somewhat over the years to include other IT functions, its beginnings were rooted in the delivery of circuit bandwidth and connectivity to network services. TechProGuild recognizes the importance of the service level agreement and has created a downloadable case document to spell out some of the important features each should include. In addition, a Build Your Own version of a service level agreement has been included with the download. Here's the catch: We created these documents as starting points to what a good service level agreement document should resemble, but not as an all-encompassing solution. Since this is just our Alpha version, we would like to tap TechProGuild members for their input on other items that a comprehensive service level agreement should contain. Please send your information to erik.eckel@cnet.com and we will take the best responses to create the next version.

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