Docstoc

External Service Level Agreement Template

Document Sample
External Service Level Agreement Template Powered By Docstoc
					This External Service Level Agreement (SLA) provides a detailed framework to
establish legally binding service levels with external providers (vendors). This SLA can
be included with a service contract to formally define what service is to be provided.
This agreement is essential to specify the desired measurable service level standards
early in vendor negotiations. This document can be used by small businesses and
should be attached to legal contracts between a company and an external service
provider to ensure proper service levels.
External Service Level Agreement
Project Title

What is the External Service Level Agreement?
     The External Service Level Agreement (SLA) provides a detailed framework to establish
     legally binding service levels with external providers (vendors). This document should
     be attached to legal contracts between - and external service providers.

     The objectives of the external SLA are:

        To help teams to specify the desired measurable service level standards early in
         vendor negotiations and to treat the service level agreement as a crucial part of the
         overall negotiations. It is more advantageous for - if our internal teams have thought
         through the desired service levels and effectively set the agenda by submitting the
         Service Level Agreement rather than starting with the Service Provider's proposed
         agreement.
        To assist operational teams working with their counterparts at the Service Provider
         firm to document operational processes, monitoring thresholds, business continuity
         plans, etc.
        To help teams focus on the key measurable service level standards that are critical
         to the success in delivering a service to - customers. These performance measures
         will be legally binding and can require actions and remedies from the Service
         Provider if the Provider fails to meet them.

     Representatives from Procurement, and Legal have approved the language indicated in
     BLACK in this document. You should check with your respective Procurement and
     Legal partners when making modifications to this language.

     The quality tools that support the creation of this document are:

     Improvement Path Tools:
         FMEA
         SEAM

     Development Path Tools:
         FMEA
         SEAM




     NOTE: When using this document, the portions in blue italics are instructional
     only and should be removed. The portions in Black represent approved language
     for use in External Service Level agreements.
                                                                                                                                      Project Title
                                                                                                             External Service Level Agreement


Table of Contents

I. Background .............................................................................................................................................. 4
              A. Description ................................................................................................................................ 4
              B. Constraints ................................................................................................................................ 4
              C. Agreement Maintenance ........................................................................................................... 4
II. Definitions ................................................................................................................................................ 5
III. Business / Service Overview ................................................................................................................ 7
              A. Hours of Operation and Service Maintenance .......................................................................... 7
              B. Service Support Contacts ......................................................................................................... 7
              C. Performance Reports ................................................................................................................ 8
IV. Service Level Standards ....................................................................................................................... 8
              A. Service Availability .................................................................................................................... 8
              B. Transaction Response Time ................................................................................................... 10
              C. Problem Management............................................................................................................. 12
              D. Technical Support Response Time......................................................................................... 15
              E. Processing Deadlines ............................................................................................................. 16
              F. Change Management Standards ............................................................................................ 18
              G. Limitation on Liquidated Damages ......................................................................................... 20
V. Approval / Contact Information ........................................................................................................... 20
VI. Appendices .......................................................................................................................................... 22


 Revision History
         No.               Date                         By                                                    Reason




Page 3 of 23
                                                                                           Project Title
                                                                          External Service Level Agreement




I. Background
This information may be obtained from the Project Charter.

A. Description
The service level management process should lead to improved communications between the SLA
parties, particularly about service level expectations, as well as improved service performance. These
are the two k
				
DOCUMENT INFO
Description: This External Service Level Agreement (SLA) provides a detailed framework to establish legally binding service levels with external providers (vendors). This SLA can be included with a service contract to formally define what service is to be provided. This agreement is essential to specify the desired measurable service level standards early in vendor negotiations. This document can be used by small businesses and should be attached to legal contracts between a company and an external service provider to ensure proper service levels.
This document is also part of a package Technology Services and Agreements 38 Documents Included