A Service Level Agreement is an important document that is used to define the level of a service that exists between a service provider and their customer.
The agreement is generally in expressed in a simple language so that it can be clearly understood by the customer. The document may also include more technical terms for defining the service. The Service Level Agreement is often part of a wider service contract.
A Service Level Agreement can either be an informal contract between parties or a legally binding contract.
The SLA may address several areas including the availability of the service, the performance of the service, how it will operate, priorities, responsibilities of involved parties, guarantees and warranties.
As well as defining key areas, the Service Level Agreement may also specify a level of service, including targets and a minimum level that can be reached.
Some of the common uses for a Service Level Agreement would be for telecom companies, IT service providers, Internet Service Providers (ISP) and outsourcing.
SLATemplate.com provide this Service Level Agreement Template (SLA template) as a guideline only.