Service Level Agreement (SLA) - Sample Template by oyn15613

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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.)




Source: www.knowledgeleader.com                                                      Page 1
 Document Revi sion Hi story

      Date                Author   Revision       Description




 Approvals

      Date               Name           Title   Embedded signature/email




Source: www.knowledgeleader.com                                   Page 2
 .
 Table of Contents

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




Source: www.knowledgeleader.com                                                                                               Page 3
 .
1 Scope
(insert information describing the scope of the doc ument )

1.1      Audience
(insert information describing the appropriate audienc e for the document)

1.2      Purpose
(insert information describing the purpose of the document)

1.3      Assumptions
(insert information describi ng the assumptions associated with the document)

1.4      Contacts
(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)




Source: www.knowledgeleader.com                                                           Page 4
2.2      File Delivery Expectations
        (<Application> agrees to meet the delivery standards listed here )

                                                                          Arrives at
                                                     Expected             Company        Transport Method
                   File Type                    Frequenc y/Minimum          X no              (FTP/
                                                    Frequenc y              later        Manual File Drop)
                                                                            than:




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

2.4      <Application> Escalation Resources
(insert information describing the escalation resources required by this document)

2.5      Service Hours for Problem Resolution
(insert information describing the service hours available to resolve problems)

2.6     <Application> File Development
(insert information describing the file development process required by this document)




Source: www.knowledgeleader.com                                                             Page 5
  .
Appendix A.            Contact Information
      Name                            Role    Office Phone   Mobile Phone




Appendix B.            Definitions

         Term               Acronym          Definition




Source: www.knowledgeleader.com                              Page 6
 .

								
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