The purpose of this SLA is to specify the requirements of the SaaS service, as defined here, with respect to: the SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider other topics to which you might wish to add agreements, such as.B.: The purpose of this agreement is to ensure that the appropriate elements and obligations are in place to provide customers with consistent IT service support and provision by the service provider(s). A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. The Business Relationship Manager (« Document Owner ») is responsible for the periodic verification of this document. The content of this document may be amended if necessary, provided that the main actors are mutually agreed and communicated to all parties concerned. The document holder will include all subsequent revisions and, if necessary, request reciprocal agreements/authorizations. Here you define the responsibilities of both the service provider and the customer. This may include terms and conditions for both the service provider and the customer, as well as additional reference documents such as contracts with third parties.
Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. For example, this agreement describes the parameters of all IT services covered, as they are understood between the main stakeholders. This Agreement does not replace ongoing processes and procedures unless expressly stated. The purpose of this agreement is to reach a mutual agreement on the provision of IT services between the service provider(s) and the customer(s). This Agreement shall remain valid until it is replaced by a revised Agreement, approved by mutual agreement of the Stakeholders. . . .