How To Write An It Service-Level Agreement

Define the roles and responsibilities of the provider and its tasks, the duration of the agreement and the applicable service times based on the definition of service levels. You should also set exceptions to service schedules, such as . B holidays, maintenance hours, etc. The definition of exceptions is essential to assess a supplier`s performance. A service level agreement is important for any company that works with the provision of services or products, as it formalizes the relationship between an IT company and its customers. ALS is particularly important for subcontracting companies. In this case, the document should explain how a customer`s data can be transmitted to third parties. Customers who must comply with rules restricting the exchange of information, including Sarbanes-Oxley or HIPAA, must know what happens to their data. SLAs protect companies in litigation and litigation and can effectively prevent lawsuits because they clearly describe each party`s responsibilities. A service level agreement tells each party what awaits them, and can help resolve conflicts before they escalate. As the name suggests, an ALS is more of an agreement than a contract. An ALS should always be clear about who receives AND provides IT services, whether you are an in-house IT department working for other services in the same company, or whether you are an independent IT consultant. Designing ALS with your client can help strengthen your relationship by giving you a better idea of the customer`s business and helping your IT departments improve their functioning.

In some cases, ALS may be required to purchase insurance for your business. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. 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. Writing a IT Level Agreement (SLA) is important when you`re deploying a service-based business area, z.B. Managed Services. While many resellers have so far acted only as intermediaries between their customers and suppliers, more and more direct services — or at least a managed service provider (MSP) offer direct services.