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Internal Service Level Agreement

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Internal Service Level Agreement Powered By Docstoc
					The Internal Service Level Agreement facilitates the negotiation and documentation of
service agreements between internal providers (Technology, Process, or Support) and
business partners they support. This agreement contains a title page that gives a
description of the agreement, a table of contents, the actual agreement, and a page that
defines important terms within the agreement. This document in its draft form contains
numerous of the standard clauses commonly used in these types of agreements;
however, additional language may be added to allow for customization to ensure the
specific terms of the parties’ agreement are addressed. Use this agreement to facilitate
the negotiation and documentation of service agreements between internal providers
and business partners they support.
Internal Service Level Agreement
Project Title

What is the Internal Service Level Agreement?
  The Internal Service Level Agreement facilitates the negotiation and documentation of
  service agreements between internal providers (Technology, Process, or Support) and
  Business Partners they support.

  The SLA is an essential tool for establishing the measurable service level standards that will
  be used to track the successful operation and support of the service.

  The Internal SLA is one component of an overall Service Level Management Process. You
  should work with your Service provider to outline other components of this process, such as:

     Service requests
     Business Requirements
     Resource Assignments
     Service level measurement
     Executing the service based on the SLA
     Continuous improvement

  This document has an accompanying user guide that can help users with the service level
  negotiation and facilitation processes.




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




                           Internal SLA Roles and Responsibilities
        (Note: Every project may not have a separate team member in each role listed
                                          below.)

          Owner                       Contributor                        Customer
Project Manager                Technology                        Process Owner
                               Manager
                                                                                                                                      Project Title
                                                                                                              Internal Service Level Agreement


Table of Contents

I. Background .............................................................................................................................................. 4
              A. Description ................................................................................................................................ 4
              B. Constraints ................................................................................................................................ 4
              C. Agreement ................................................................................................................................ 4
              D. Acceptance ............................................................................................................................... 5
              E. Agreement Maintenance ........................................................................................................... 5
II. Definitions ................................................................................................................................................ 6
III. Business / Service Overview ................................................................................................................ 7
              A. Business Overview.................................................................................................................... 7
              B. Service Overview ...................................................................................................................... 7
IV. Service Level Standards ..................................................................................................................... 10
              A. Service Availability .................................................................................................................. 10
              B. Transaction Response Time ................................................................................................... 12
              C. Problem Management and Service Restoral .......................................................................... 13
              D. Summary of Service Level Standards .................................................................................... 15
V. Approval / Contact Information ........................................................................................................... 16


 Revision History
         No.               Date                         By                                                    Reason




© Copyright 2012 Docstoc Inc. registered document proprietary, copy not                                                                        3
                                                                                           Project Title
                                                                           Internal Service Level Agreement




I. Background

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 key tests--improved communications and improved performance--that should guide the
service level management process.

This SLA defines Service functionality from the perspective of the Vendor Line of Business and
customers and addresses measurable service level standards.

B. Constrai
				
DOCUMENT INFO
Description: The Internal Service Level Agreement facilitates the negotiation and documentation of service agreements between internal providers (Technology, Process, or Support) and business partners they support.  This agreement contains a title page that gives a description of the agreement, a table of contents, the actual agreement, and a page that defines important terms within the agreement.  This document in its draft form contains numerous of the standard clauses commonly used in these types of agreements; however, additional language may be added to allow for customization to ensure the specific terms of the parties’ agreement are addressed.  Use this agreement to facilitate the negotiation and documentation of service agreements between internal providers and business partners they support.
This document is also part of a package Technology Services and Agreements 38 Documents Included