Most service providers understand the need for service level agreements with their partners and customers. But creating one might feel daunting, like you don`t know where to start or what to include. In this article, we`re sharing some examples and templates to help you create SLAs. There are several ways to write an SLA. Below is a mock table of content (TOC), which you can use as a starting template for writing your own service level agreements. Service coverage by the [Service Provider] as outlined in this agreement follows the schedule specified below: 1. Installation BES 10 Server Migration Path at BES 10 (1) 0 Download BES 10 Server (server license is free and without life): de.blackberry.com/business/software/bes-10.html? LID:bb:business:productsservices:bes-10-LPOS:bb:business This is a Service Level Agreement (SLA) between [Customer] and [Service Provider]. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY. Include a brief introduction of the agreement, concerning parties, service scope and contract duration. For instance: 3 – 3 – set.
4. Diagnosis Analysis of the disorder and its causes (for example.b by reproducing the disorder in different environments) 5. Searching and implementing a solution For the disorder, a solution is sought and, if necessary, implemented in the system environment Priority is established 3 different priority levels. Priority Description Action 1 (Critical One or more of the following cases are found: Incident) Production data/information is destroyed or lost. Actions lead to incorrect results with direct consequences for the business processes of the customer organization. One or more of the components do not work and the disturbances lead to serious interruptions 2 (Fault to be tolerated temporarily) 3 (improvement). Disruption has no direct critical consequences, but: productivity is hampered by limited system functionality. The disruption does not belong to Category 1 or 2, but: the customer wants an extension or a change in functions. Response time for priorities 1-3 Response time Priority 1 During the availability time, the response time is X minutes, the response time is x hours. / 4 Questions like `Who does what? Why? Who answers for results? Who decides what?` are answered in the agreement.