A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding “treaty” (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an “ALS.” Service level agreements for call centres are no less important, as there are many quantitative measures, such as response time, wait time and first call resolution (FCR), which highlight the quality of services provided. In an ALS, this covers the volume of work. The service provider lists the activities involved in the implementation of the services, as well as the extent of the service provider`s assistance. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures.

The aim of this agreement is to ensure that the appropriate elements and commitments are in place to provide the provider (s) with consistent IT support and consistent provision by the service provider or providers. Considering how different THE SLAs are from one company to another, as well as the wide range of “IT services,” the level of adaptation has been deliberately kept low. In an agreement on the service level contract, it is stated what both parties want to achieve with their agreement, as well as an overview of each party`s responsibilities, including expected results with performance criteria. A service level agreement usually has a duration specified in the agreement. All services included in the agreement are described and may also contain details on procedures for monitoring the performance of services as well as on reflection procedures. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. Most service providers understand the need for service level agreements with their partners and customers. But creating could be discouraging, as if you don`t know where to start or what to lock up.

In this article, we share some examples and models that will help you create SLAs. 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. Consider other topics on which you may want to add chords, z.B.: This checklist allows you to outline these services and ensure that all requirements are both specific and measurable so that they can be verified effectively. And that`s what this post is all about – free and easy-to-use examples in the form of practical models. In today`s business environment, where management services are constantly outsourced, the creation of a specific official document outlining the terms of an agreement between the client and the service provider is essential to lay the foundation for a trustworthy and ultimately fruitful relationship.