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> Creating a Service Level Agreement (SLA)
Creating a Service Level Agreement (SLA)
Preparation*
Identify the parties involved in the SLA
List all parties involved in the SLA, including the service provider and the customer.
Include contact information for each party, such as email and phone number.
Define the services to be covered by the SLA
List all services to be covered by the SLA.
Provide a detailed description of each service to ensure clarity.
Specify any exclusions or limitations on the services provided.
Determine the metrics to be used to measure service performance
Identify the metrics to be used to measure service performance.
Ensure the metrics are specific, measurable, achievable, relevant, and time-bound (SMART).
Consider factors such as availability, response time, and resolution time.
Establish the frequency and method of reporting
Determine the frequency of reporting, such as daily, weekly, or monthly.
Specify the method of reporting, such as email, phone call, or online dashboard.
Define the format of the report, such as a summary or detailed analysis.
Service Requirements*
Define the scope and limitations of the services
Establish service availability and response times
Define service delivery expectations
Determine escalation procedures for service issues
Establish protocols for service requests and changes
Service Level Targets*
Set specific service level targets
Determine consequences for failing to meet targets
Establish review processes to ensure continuous improvement
Service Level Management*
Define the roles and responsibilities of each party
Establish communication channels for service management
Establish procedures for managing service quality
Determine how disputes will be resolved
Service Level Reporting*
Establish reporting frequency and format
Define the content of service level reports
Determine who will receive service level reports
SLA Review and Renewal*
Establish a review process for the SLA
Determine when the SLA will be renewed and how changes will be made
Establish procedures for terminating the SLA if necessary
Approval and Sign-Off*
Obtain approval from all parties involved in the SLA
Sign the SLA and distribute copies to all parties
Establish a process for updating and maintaining the SLA
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