What Is a Service-Level Agreement? (Example & Templates Included)


2023-11-17 20:00 project manager


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A service level agreement, often abbreviated as SLA, is used in IT and professional services to define what a vendor is expected to do. It’s part of the contract between any technology vendor and sets up what will be levied upon them if the agreement isn’t upheld. First, let’s explore the definition of an SLA in greater detail, including the different types of service agreements and why they’re so important. Then we’ll outline what goes into an SLA so you can make one, with an example to flesh it out and make it more comprehensible. What Is a Service Level Agreement (SLA)? As noted, a service level agreement is used to define the level of service that a customer expects from a supplier. This definition includes metrics that will be used to measure the service and the remedies or penalties that will be incurred if those service levels aren’t reached. It’s common to find a standard service level agreement from most service providers, though there can be various types, which we’ll get to shortly. Whichever SLA is used, it should be reviewed and modified by the customer and legal counsel as they skew in favor of the supplier. Project management software can help you keep track of SLAs. ProjectManager is award-winning project management software that has customizable kanban boards to collect and track your service level agreements and ensure that they’re being followed. Our unlimited file storage means that you can attach the SLA to a task card and include all pertinent information in the description of that card, including assigning it to a team member responsible for ensuring that the vendor is keeping to the terms of the agreement. Get started with ProjectManager today for free. Types of Service Level Agreements There are three different types of service level agreements: customer, internal and multi-level. That’s because one user’s needs aren’t always the same as another’s. Therefore, to better understand what an SLA is, we’ll define the three types below. Customer SLA As the name suggests, this SLA is used for an individual customer and covers all the relevant services that the customer needs. It’ll consist of only one contract, which will have details on the type and quality of the service that’s agreed on. For example, that service could include voice, text and internet services, but there’s still only one contract. Internal SLA An internal SLA is when both parties know the responsibilities and duties of the other team, which creates a better understanding between different departments. This helps to avoid ambiguity surrounding each team’s expectations, roles, deliverables and more. This means that departments in a company can have an internal service-level agreement, such as marketing providing a certain number of leads to sales per month. Multi-Level SLA The multi-level service level agreement is one that’s split into different tiers. Each of those tiers will address a subset of customers or departments in a company. They cover all relevant aspects of the agreement, including expectations for each party when there are multiple vendors or users. So a multi-level SLA could have a section for all customers and another for customers who have a specific subscription. Why Is It Important to Write a Service Level Agreement? The importance of a service level agreement is that it clearly defines the commitments between the service provider and the customer. These SLAs are very common in telecommunications, an industry that needs a guarantee of certain standards being upheld. The supplier will also find the service level agreement important as it offers them a detailed framework of expectations. Therefore, they know what to do and can be protected if a client demands something unreasonable. That’s because the service level agreement outlines obligations between the service supplier and the customers. It stipulates that a mutually agreed set of quality standards will be followed for the services provided. They also allow for contingencies and compensation when those service standards aren’t met. What Should Be Included in a Service Level Agreement? When you’re writing a service level agreement, there are various necessary components in order for it to cover all the bases and provide the client with what they need, while making sure the service provider is protected from going beyond what’s expected. The following is a list of those essential elements to consider when writing a service-level agreement. Description of the Service The type of service that’s being provided needs to be clearly specified, including the functions and any other pertinent information. This section will define the scope of service and the expected performance and quality of the work. This should be thorough so that all parties are clear on what’s being offered, how it’s delivered and what’s expected. Payment Terms This section is a contractually binding agreement between the service provider and client that ensures that the agreed-upon services are performed and paid for at the agreed price. This is a figure that’s been agreed upon by both parties and verifies the legal rights and obligations of the parties involved. Service Levels Here is where the SLA defines the desired performance level, reliability and responsiveness. That means the service shouldn’t exceed minimum disruption over time and is available when needed. The service will perform the actions it’s delivering promptly when customers request it. Services That Won’t Be Included in the SLA This can include SLA exclusions, which are one-time instances where the service level agreement isn’t in effect, such as server maintenance or upgrades. It will also outline services that don’t fall under the provider’s responsibility to further clarify for both parties what is and isn’t expected of the provider. Service Level Agreement Metrics It’s important that there is monitoring and reporting of the service level to ensure that it is being delivered as contracted. Here, supervision and monitoring are described, including the gathering of different types of statistics, the frequency those statistics are gathered and how the customer will be able to access them. Conditions for SLA Cancellation If the provider is unable to meet the requirements of the SLA, there will be consequences. Those consequences will be outlined in this section, such as the customer’s right to terminate the contract or seek a refund for losses incurred by the failure of service. Indemnification Clauses The indemnification clause is used to compensate a party for loss that’s caused by the other party’s actions or failure to perform. Unlike the above cancellation clause, this one is to protect against damages that result from defects in the service purchased. Service Level Agreement Example Let’s take a moment to look at how a service-level agreement would work in a real-life situation. Let’s look at a call center. They might have a service level agreement that defines the number of calls they answer in an hour. But a bakery could also have an SLA that defines the number of baked goods that they can deliver to a client each day. The IT industry uses service-level agreements most for everything from cloud computing to network management and database management services. But you’ll also find SLAs in customer service, healthcare, logistics and education. Service Level Agreement Templates The following are some examples of service-level agreement templates from a variety of sources that you can use to get started when partnering with a service provider or customer. These outlines will make sure that you’ve not left anything out that is essential to legally protect both parties and ensure that the services are rendered as defined by the contract. Service Level Agreement Template by Slatemplate.com. Service Level Agreement Template by Columbia University Service Level Agreement Template by PandaDoc Service Level Agreement Template by RocketLawyer Service Level Agreement Template by Template.net How ProjectManager Helps Service Providers Once you have a service level agreement you’ll want to keep track of it to make sure that the services are being provided as determined by the contract. Project management software can help you monitor the SLA. ProjectManager is award-winning project management software that has unlimited file storage to keep multiple service-level agreements and have them easily accessible anywhere and at any time. Each can be tagged to make them easier to find and tracked over the course of their life cycle to ensure that services are rendered properly. Use Reporting Tools to Track SLA Metrics Once you’ve defined clear and measurable SLA metrics, you’ll need to create reporting and monitoring processes to track your SLA. Our customizable reporting features allow you to collect, analyze and report on SLA data, from costs to time and more, whether one service level agreement or many. We have status reports and portfolio reports, as well as other reports, all of which can be filtered to capture only the data you’re interested in. The reports can be shared in a variety of formats to keep your stakeholders informed. Get a High-Level Overview With Live Dashboards When you just want to get an overview of how your service level agreement is performing, toggle over to our real-time dashboard. It’ll automatically gather metrics and display them on easy-to-read graphs and charts. Users can view time, cost and other metrics to monitor the SLA whenever they want to, quickly and easily. Unlike lightweight alternatives, there’s no time-consuming setup required. Our dashboard is ready when you are. Managing your service level agreements can be done on any of our multiple project views. We’ve already mentioned the kanban boards, but there are also Gantt charts, task lists, sheet and calendar views that allow you to work with the tools you’re comfortable with. There are also recurring tasks that can be set to remind you when SLAs are expired or need to be renewed so you never have to suffer a service disruption. ProjectManager is cloud-based project management software that connects teams whether they’re in the office, out in the field or anywhere else in the world. They can share files, comment at the task level and more to foster greater collaboration. Use our risk, task and resource management tools to better control your work. Get started with ProjectManager today for free.
服务水平协议,通常缩写为SLA,用于IT和专业服务,以定义供应商的预期行为。这是任何技术供应商之间合同的一部分,并规定了如果协议不被支持,将对他们征收什么。 首先,让我们更详细地探讨SLA的定义,包括不同类型的服务协议以及它们如此重要的原因。然后,我们将概述SLA中的内容,以便您可以制作一个,并通过示例来充实它并使其更易于理解。 什么是服务水平协议(SLA)? 如前所述,服务水平协议用于定义客户期望从供应商处获得的服务水平。此定义包括将用于衡量服务的度量标准,以及如果未达到这些服务级别将产生的补救措施或处罚。 从大多数服务提供商那里找到一个标准的服务级别协议是很常见的,尽管可能有各种类型,我们很快就会谈到。无论使用何种SLA,客户和法律顾问都应该对其进行审查和修改,因为他们倾向于支持供应商。 项目管理软件可以帮助您跟踪SLA。ProjectManager是屡获殊荣的项目管理软件,具有可定制的看板,可收集和跟踪您的服务水平协议,并确保它们得到遵守。我们的无限制文件存储意味着您可以将SLA附加到任务卡,并在该卡的描述中包含所有相关信息,包括将其分配给负责确保供应商遵守协议条款的团队成员。立即免费开始使用ProjectManager。 服务水平协议的类型 有三种不同类型的服务级别协议:客户、内部和多级。这是因为一个用户的需求并不总是与另一个用户的需求相同。因此,为了更好地理解SLA是什么,我们将定义以下三种类型。 客户SLA 顾名思义,此SLA用于单个客户,涵盖客户需要的所有相关服务。它将只包含一份合同,其中将详细说明商定的服务类型和质量。例如,该服务可能包括语音,文本和互联网服务,但仍然只有一份合同。 内部SLA 内部SLA是指双方都知道另一个团队的责任和职责,这可以在不同部门之间建立更好的理解。这有助于避免围绕每个团队的期望、角色、可交付成果等的模糊性。这意味着公司的部门可以有一个内部服务级别协议,例如市场营销每月提供一定数量的销售线索。 多级SLA 多级服务级别协议分为不同的层。每一层都将针对公司中的一部分客户或部门。它们涵盖了协议的所有相关方面,包括在有多个供应商或用户的情况下对每一方的期望。因此,多级SLA可以有一个部分用于所有客户,另一个部分用于具有特定订阅的客户。 为什么要写一份服务水平协议? 服务水平协议的重要性在于它明确定义了服务提供商和客户之间的承诺。这些SLA在电信行业非常常见,电信行业需要保证某些标准得到维护。 供应商也会发现服务水平协议很重要,因为它为他们提供了一个详细的期望框架。因此,他们知道该怎么做,如果客户提出不合理的要求,他们可以得到保护。 这是因为服务水平协议概述了服务供应商和客户之间的义务。它规定,所提供的服务将遵循一套相互商定的质量标准。当这些服务标准没有得到满足时,它们还考虑到了意外事件和赔偿。 服务水平协议中应包含哪些内容? 当您编写服务级别协议时,有各种必要的组件,以便它涵盖所有基础并为客户提供他们所需的内容,同时确保服务提供商受到保护,不会超出预期。以下是在编写服务级别协议时需要考虑的基本要素的列表。 服务描述 需要明确指定所提供的服务类型,包括功能和任何其他相关信息。本节将界定服务范围以及预期的工作绩效和质量。这应该是彻底的,以便各方都清楚提供什么,如何交付和期望什么。 付款条件 本节是服务提供商和客户之间具有合同约束力的协议,确保按约定的价格执行和支付约定的服务。这是一个双方都同意的数字,并验证了有关各方的法律权利和义务。 服务水平 这里是SLA定义所需性能级别、可靠性和响应能力的地方。这意味着服务不应该超过最小中断时间,并在需要时可用。该服务将在客户请求时立即执行其提供的操作。 SLA中不包括的服务 这可能包括SLA排除,这是服务级别协议无效的一次性实例,例如服务器维护或升级。它还将概述不属于提供者责任范围的服务,以进一步澄清双方对提供者的期望。 服务水平协议 重要的是要对服务级别进行监控和报告,以确保按合同交付服务。在此,将介绍监督和监测,包括收集不同类型的统计数据、收集这些统计数据的频率以及客户如何能够访问这些数据。 SLA取消条件 如果供应商无法满足SLA的要求,将有后果。这些后果将在本节中概述,例如客户有权终止合同或要求退还因服务失败而造成的损失。 赔偿条款 赔偿条款是用来赔偿一方当事人因另一方当事人的行为或不履行义务而造成的损失。与上述取消条款不同,这一条款是为了防止因所购买服务的缺陷而造成的损害。 服务级别协议示例 让我们花一点时间来看看服务级别协议在现实生活中是如何工作的。让我们来看看一个呼叫中心。他们可能有一个服务级别协议,定义了他们在一小时内应答的呼叫数量。但是面包店也可以有SLA,定义他们每天可以交付给客户的烘焙食品的数量。 IT行业使用服务级别协议最多的是从云计算到网络管理和数据库管理服务的一切。但您也会在客户服务、医疗保健、物流和教育领域找到SLA。 服务级别协议模板 以下是来自各种来源的服务级别协议模板的一些示例,您可以在与服务提供商或客户合作时使用这些模板。这些概述将确保您没有遗漏任何对法律保护双方至关重要的内容,并确保按照合同规定提供服务。 服务水平协议模板由Slatemplate.com提供。 哥伦比亚大学服务水平协议模板 PandaDoc提供的服务水平协议模板 服务水平协议模板由RocketLawyer 服务水平协议模板Template.net ProjectManager如何帮助服务提供商 一旦你有一个服务水平协议,你会想要跟踪它,以确保服务是根据合同确定提供。项目管理软件可以帮助您监控SLA。ProjectManager是一款屡获殊荣的项目管理软件,它拥有无限的文件存储空间,可以保持多个服务级别协议,并随时随地轻松访问。每一个都可以被标记,以使它们更容易在其生命周期中找到和跟踪,以确保服务被正确地提供。 使用报告工具跟踪SLA错误 一旦定义了清晰且可测量的SLA指标,就需要创建报告和监控流程来跟踪SLA。我们的可定制报告功能允许您收集、分析和报告SLA数据,从成本到时间等等,无论是一个服务级别协议还是多个服务级别协议。我们有状态报告和投资组合报告,以及其他报告,所有这些都可以过滤,只捕获您感兴趣的数据。这些报告可以以各种格式共享,以使您的利益相关者了解情况。 通过实时仪表板获取高级概述 如果您只想了解服务水平协议的执行情况,请切换到我们的实时仪表板。它将自动收集指标,并将其显示在易于阅读的图形和图表上。用户可以随时查看时间、成本和其他指标,以快速、轻松地监控SLA。与轻量级替代品不同,不需要耗时的设置。我们的仪表板已准备就绪。 管理您的服务水平协议可以在我们的多个项目视图中的任何一个上完成。我们已经提到了看板,但也有一些图表,任务列表,工作表和日历视图,允许您使用您熟悉的工具。还可以设置一些重复性任务,以便在SLA到期或需要续订时提醒您,这样您就不必遭受服务中断。 ProjectManager是一款基于云的项目管理软件,无论团队在办公室、野外还是世界其他任何地方,它都能将团队连接起来。他们可以共享文件,在任务级别发表评论等,以促进更大的协作。使用我们的风险、任务和资源管理工具来更好地控制您的工作。立即免费开始使用ProjectManager。