The aim of this agreement is to reach a mutual agreement on the provision of IT services between the service provider and the customer or customers. Include a brief presentation of the agreement on the parties, the level of service and the duration of the contract. For example, you define the responsibilities of the service provider and the client here. You`ll find other models and examples of ALS here: Key performance indicators (KPIs) and other related metrics can and should support your ALS, but achieving this sla alone does not necessarily give the desired result for the customer. The ALS is a documented agreement. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer. And look at other topics on which you might want to add chords, such as. B: Assumptions related to in-scopes services and/or components: The purpose of this agreement is to ensure that the appropriate elements and commitments are available in order to provide consistent assistance and delivery to customers by the provider (s). This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the required services and the expected level of service between MM/DD/YYYY to MM/DD/YYYY.

Inserts a short definition and description terms that are used to represent services, rolls, metrics, circumference, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be distributed to the corresponding sections of this document instead of grouping it into a single section. Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts. In this section, you want to define the guidelines and scope of this contract with respect to the application, extension, amendment, exclusion, restrictions and termination of the agreement. In the next section, the agreement table should contain four elements: this agreement defines the parameters of all IT services covered, as they are understood among themselves by key stakeholders. This agreement does not replace existing procedures and procedures unless expressly stated. The responsibilities and/or requirements of the client in support of this Agreement include: The purpose of this ALS is to specify the requirements of the SaaS service in the sense of: The Business Relationship Manager is responsible for the regular verification of this document.