example service level agreement

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Example

service levelagreement This document has been produced by IT Donut,www.itdonut.co.uk , a website ofering technology advice

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'ervice level agreement(')A*Introduction

This service level agreement ( !"# describes the levels o servicethat $company name% (&the client'# will receive rom $IT suppliername% (&the supplier'#.

This !" should be read alongside the IT support contract betweenthe client and the supplier. "lthough the !" covers key areas o theclient's IT systems and support, the support contract may includeareas not covered by this !".

+urpose The client depends on IT e uipment, so tware and services(together) &the IT system'# that are provided, maintained andsupported by the supplier. ome o these items are o criticalimportance to the business.

This service level agreement sets out what levels o availability andsupport the client is guaranteed to receive or speci*c parts o the ITsystem. It also e+plains what penalties will be applied to the supplier

should it ail to meet these levels. This !" orms an important part o the contract between the clientand the supplier. It aims to enable the two parties to work togetherefectively.

'cope

+arties This !" is between)

!he client: !he supplier:

This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



$company name%

$company address%$address line %$address line %

/ey contact) $name%$telephone 0

email%

$company name%

$company address%$address line %$address line %

/ey contact) $name%$telephone 0

email%

$ates and reviews This agreement begins on and will run or a period o

num er- months.

It may be reviewed at any point, by mutual agreement. It may alsobe reviewed i there are any changes to the client's IT system.

E%uipment, software and servicescovered

This !" covers only the e uipment, so tware and services in thetable below. This list may be updated at any time, as long as boththe client and supplier are in agreement.

1lease note)

• The supplier guarantees response and resolution times orall items listed in this section.

• The supplier guarantees uptime only or items with a tick inthe overed for uptime/ column.

These items have been assigned a priority level, rom 2 (mostimportant# to (least important#. The priority levels help determinethe guaranteed uptime and response and resolution times.

[Edit this table to refect your own business. Sometimes thisin ormation is contained in a separate database or document. O ten,the supplier will include extra details, like hardware serial numbersor so tware licence keys.]

Item type &umer ofitems

+riority

overedforuptime/

34ce serverH ro!iant "!#$ 2 2

5 This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



Desktop computers%ell Opti lex &$'$ 26

!aptop computers (pple "ac)ook (ir

"ll7in7one printer *erox +orkcentre 2

Tablet computers (pple i ad (ir

8obile phones)lack)erry #$ 9

:loud backup#-) ser ice 2 2

Internet connection#$$"bps /bre ser ice 2 2

"ccounting so twareSa0e 1$ (ccounts ro essional 2

;eb hostingri ate 2loud packa0e 2 2

$"dd e+tra items as re uired%$-umbe

r%$1riorit

y%

Exclusions This !" is written in a spirit o partnership. The supplier will alwaysdo everything possible to recti y every issue in a timely manner.

<owever, there are a ew e+clusions. This !" does not apply to)

• "ny e uipment, so tware, services or other parts o the ITsystem not listed above

• o tware, e uipment or services not purchased via andmanaged by the supplier

"dditionally, this !" does not apply when)

• The problem has been caused by using e uipment, so twareor service(s# in a way that is not recommended.

• The client has made unauthorised changes to thecon*guration or set up o afected e uipment, so tware orservices.

= This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



• The client has prevented the supplier rom performingre%uired maintenance and update tasks.

• The issue has been caused by unsupported e uipment,so tware or other services.

This !" does not apply in circumstances that could be reasonablysaid to be beyond the supplier's control. >or instance) ?oods, war,acts o god and so on.

This !" also does not apply i the client is in breach o its contractwith the supplier or any reason (e.g. late payment o ees#.

<aving said all that, $supplier% aims to be help ul andaccommodating at all times, and will do its absolute best to assist$client% wherever possible.

0esponsi ilities'upplier responsi ilities

The supplier will provide and maintain the IT system used by theclient. The IT support contract between the supplier and the clientincludes ull details o these responsibilities.

"dditionally, the supplier will)

• @nsure relevant so tware, services and e uipment are

available to the client in line with the uptime levels listedbelow.

• Aespond to relevant support re uests within the timescaleslisted below.

• Take steps to escalate and resolve issues within the timescaleslisted below.

• 8aintain good communication with the client at all times.

lient responsi ilities

The client will use the supplier7provided IT system as intended. The IT support contract between the supplier and the client includes

ull details o the IT system and its intended uses.

"dditionally, the client will)

• -oti y the supplier o issues or problems in a timely manner.• 1rovide the supplier with access to e uipment, so tware and

services or the purposes o maintenance, updates and aultprevention.

• 8aintain good communication with the supplier at all times.

B This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



1uaranteed uptime

2ptime levelsIn order to enable the client to do business efectively, the supplierguarantees that certain items will be available or a certainpercentage o time.

These uptime levels apply to items in the E%uipment, softwareand services covered table that show a tick in the overed foruptime/ column.

The level o guaranteed uptime depends on the priority level o eachitem)

+rioritylevel

1uaranteeduptime

2 CC.C

CC.=

CC

3easurement and penaltiesEptime is measured the using supplier's automated systems, overeach calendar month. It is calculated to the nearest minute, basedon the number o minutes in the given month ( or instance, a 27daymonth contains 55,B56 minutes#.

I uptime or any item drops below the relevant threshold, a penaltywill be applied in the orm o a credit or the client.

This means the ollowing month's ee payable by the client will bereduced on a sliding scale.

The level o penalty will be calculated depending on the number ohours or which the service was unavailable, minus the downtimepermitted by the !")

+rioritylevel

+enalty per hour(1ro7rated to nearest minute#

2 = o total monthly ee




o total monthly ee

2 o total monthly ee

Important notes:

• Eptime penalties in any month are capped at =6 o the totalmonthly ee.

• Eptime measurements e+clude periods o routinemaintenance. These must be agreed between the supplier andclient in advance.

1uaranteed response and resolution times;hen the client raises a support issue with the supplier, the supplierpromises to respond to the issue and then resolve it in a timely

ashion.

0esponse times The response time measures how long it takes the supplier to

respond to a support re uest raised via the supplier's online supportsystem.

The supplier is deemed to have responded when it has replied to theclient's initial re uest. This may be in the orm o an email ortelephone call, to either provide a solution or re uest urtherin ormation.

Fuaranteed response times depend on the priority o the item(s#afected and the severity o the issue. They are shown in this table)

Issue severity (see 'everity levels section,below#

>atal evere 8edium 8inor

Itempriori

ty

2 2= minutes 2= minutes 6 minutes B6 minutes

6 minutes 6 minutes 5= minutes B6 minutes

B6 minutes B6 minutes 9= minutes C6 minutes

G This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



Aesponse times are measured rom the moment the client submits asupport re uest via the supplier's online support system.

Aesponse times apply during standard working hours (Cam H=. 6pm# only, unless the contract between the client and supplierspeci*cally includes provisions or out o hours support.

0esolution times The resolution time measures how long it takes the supplier toresolve or *+ an issue raised via the supplier's online supportsystem.

Fuaranteed resolution times only apply when the highest7priorityitems are afected by the most serious issues. In other situations,the supplier will make its best efort to resolve the issue as soon aspossible.

Issue severity (see 'everity levels section,below#

>atal evere 8edium 8inor

Itempriori

ty

2 2 hour 2.= hours hours est efort

hours 5 hours est efort est efort

5 hours est efort est efort est efort

Aesponse times are measured rom the moment the client submits asupport re uest via the supplier's online support system.

'everity levels The severity levels shown in the tables above are de*ned as ollows)

• 4atal: :omplete degradation H all users and criticalfunctions a ected. Item or service completely unavailable.

• 'evere: igni*cant degradation H large num er of usersor critical functions a ected.

• 3edium: !imited degradation H limited num er of usersor functions a ected. usiness processes can continue.

C This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your useo this document. These individuals and organisations e+clude all warranties and



• 3inor: mall degradation 5 few users or one usera ected. usiness processes can continue.

3easurement and penaltiesAesponse and resolution times are measured using the supplier'ssupport ticketing system, which tracks all issues rom initialreporting to resolution.

It is vital the client raises every issue via this system. I an issue isnot raised in this way, the guaranteed response and resolution timesdo not apply to that issue.

I the supplier ails to meet a guaranteed response or resolutiontime, a penalty will be applied in the orm o a credit or the client.

This means the ollowing month's ee payable by the client will be

reduced on a sliding scale. The level o penalty will be calculated depending on the number ohours by which the supplier missed the response or resolution time,minus the downtime permitted by the !")

+rioritylevel

+enalty per hour(1ro7rated to nearest minute#

2 = o total monthly ee

o total monthly ee

2 o total monthly ee

Important notes:

• Aesponse and resolution time penalties in any month arecapped at =6 o the total monthly ee.

• Aesponse and resolution times are measured during workinghours (Cam H =. 6pm#.

>or instance, i an issue is reported at =pm with a responsetime o B6 minutes, the supplier has until C. 6am the

ollowing day to respond.

0ight of termination The supplier recognises that it provides services that are critical tothe client's business.




I the supplier consistently ails to meet the service levels describedin this document, the client may terminate its entire contract withthe supplier, with no penalty.

This right is available to the client if the supplier fails to meet

these service levels more than 6ve times in any singlecalendar month.

'ignatures This service level agreement is agreed as part o the IT supportcontract between $client name% and $supplier name%)

'igned on ehalf of the client:

-ame) :lick here to enter te+t.

1osition) :lick here to enter te+t.

Date)

'igned on ehalf of the supplier:

-ame) :lick here to enter te+t.

1osition) :lick here to enter te+t.

Date)

22 This document has been produced by IT Donut, www.itdonut.co.uk, a website oferingtechnology advice or small businesses. -either IT Donut, nor its employees, e+perts,sponsors or syndication partners are liable or any losses or damages arising rom your use

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