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Service Level Agreement Template 1
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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Company name. and Customer for the provisioning of IT services required to support and
sustain the Product or service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by
the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually
understood by the primary stakeholders. This Agreement does not supersede current
processes and procedures unless explicitly stated herein.
2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in
place to provide consistent IT service support and delivery to the Customer(s) by the Service
Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between
the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or
responsibilities.
Present a clear, concise and measurable description of service provision to the
customer.
Match perceptions of expected service provision with actual service support &
delivery.
3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the
Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Company name. (“Provider”)
IT Customer(s): Customer (“Customer”)
Company name
Incorporation Number 0000000
Service Level Agreement
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