Service Level Agreement _SLA_ - Sample Template by deiney

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									Service Level Agreement (SLA) Sample Template
Version X.0
(insert date)

(Insert language specifying the appropriate use and distribution of the document.)

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Document Revision History
Date Author Revision Description

Approvals
Date Name Title Embedded signature/email

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Table of Contents
1.1 1.2 1.3 1.4 2.1 2.2 2.3 2.4 2.5 2.6 Audience..................................................................................................................................... 4 Purpose ...................................................................................................................................... 4 Assumptions ............................................................................................................................... 4 Contacts ..................................................................................................................................... 4 File Formats ................................................................................................................................ 4 File Delivery Expectations ........................................................................................................... 5 Escalation Actions....................................................................................................................... 5 <Application> Escalation Resources ........................................................................................... 5 Service Hours for Problem Resolution ......................................................................................... 5 <Application> File Development .................................................................................................. 5 <Application> Contact Information .............................................................................. 5 Definitions .................................................................................................................. 6

Appendix A. Appendix B.

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1 Scope
(insert information describing the scope of the document)

1.1 1.2 1.3 1.4

Audience Purpose Assumptions Contacts

(insert information describing the appropriate audience for the document)

(insert information describing the purpose of the document)

(insert information describing the assumptions associated with the document)

(insert information describing the contacts associated with the document). See Appendix A for additional contact details.

2 Service Details
2.1 File Formats
(insert information describing the file formats required by the document)

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2.2

File Delivery Expectations
(<Application> agrees to meet the delivery standards listed here)
Expected Frequency/Minimum Frequency Arrives at Company X no later than: Transport Method (FTP/ Manual File Drop)

File Type

2.3 2.4 2.5 2.6

Escalation Actions <Application> Escalation Resources Service Hours for Problem Resolution <Application> File Development

(insert information describing the escalation actions required by this document)

(insert information describing the escalation resources required by this document)

(insert information describing the service hours available to resolve problems)

(insert information describing the file development process required by this document)

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Contact Information
Name Role Office Phone Mobile Phone

Definitions
Term Acronym Definition

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