Service Level Agreement
The objective of this Service Level Agreement is to state those services provided by IT Department to all Client Departments and any guidelines, parameters and procedures to be followed between IT Department and Client Department.
Purpose of using a unique SLA: all customers receive the same level of service according with service class that system belongs to.
CONTENT
1. OVERVIEW
1.1 PROCEDURE OWNER
1.2 CLASSIFICATION
1.3 APPLICABLE REGULATIONS
1.4 RELATED [COMPANY] NORMS AND PROCEDURES
1.5 OBJECTIVES
1.6 AUDIENCE AND SCOPE
1.7 DOCUMENT SUPPORT
2. DEFINITIONS & ABBREVIATIONS
3. APPLICATIONS AND SERVICE CLASSES
3.1 SERVICE CLASSES
4. SERVICE LEVELS AND PERFORMANCE MEASURES FOR APPLICATIONS/SYSTEMS
4.1 AVAILABILITY SERVICE LEVELS
4.2 SERVICE LEVELS FOR SERVICE REQUESTS
4.3 ESCALATION PROCEDURES AND STATUS UP-DATE INTERVALS
5. SUMMARY OF RESPONSIBILITIES
5.1 CLIENT DEPARTMENT
5.2 INFORMATION TECHNOLOGY
6. MEASURING AND REPORTING
7. EXCEPTIONS
8. FINAL CONSIDERATIONS
8.1 DISCIPLINARY ACTIONS AGAINST PROCEDURE VIOLATION
8.2 DOCUMENT REVISION
Pages: 14
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