Sla software support template

Selecting the right KPIs to measure is crucial to driving the right behaviours in the vendor's organisation, as well as ensuring that customers are happy with the service they receive. As a Service Level Agreement can be used in many areas, there are several types of SLA that can be used for different business requirements or scenarios.

You might have SLAs for specific customers, specific markets or specific products. You might even create a multi-level SLA that defines the different sets of customers who might be serviced by different tiers of product and billed accordingly. Agreement overview. Goals and objectives. Periodic review. Service agreement 4 5. Service coverage by the [Service Provider] as outlined in this agreement follows the schedule specified below:. Include reference agreements, policy documents, glossary and relevant details in this section.

This might include terms and conditions for both the service provider and the customer, and any additional reference material, like third-party vendor contracts. The following section is an example of information you may want to append to your SLA. It is a flexible, living document.

My word of advice? Build one using this template and examples and consult with your customers for any perceived gaps. As unforeseen instances are inevitable, you can revisit and tweak the SLA as needed. This e-book introduces metrics in enterprise IT. Organizations of all shapes and sizes can use any number of metrics. These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

See an error or have a suggestion? Please let us know by emailing blogs bmc. With our history of innovation, industry-leading automation, operations, and service management solutions, and unmatched flexibility and choice, we can help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune firms on thought leadership branding projects across DevOps, Cloud, Security and IoT. December 24, 6 minute read. What is an SLA? Sap Hcm Structure. Killeen Logo. Tokyo Ghoul Wallpaper. Overland Off Road Trailer. Adidas Golf Pants. At T U Verse Router. One Piece Episode Of Sabo.

Swagger Ui. Skyrim Tribunal Robes. People Also Search. Internal Service Level Agreement. Sample Service Level Agreement Template. Response Times. Just as the SLA outlines uptime guarantees, it may outline response times for service requests. Customer service has always been an important aspect of software sales, but in a SaaS situation doubly so. Resolution Times. To the extent that a vendor can, they may want to make guarantees or set goalposts for the total amount of time it might take to resolve a support issue.

This is obviously not always possible, but where possible it is an extra level of guarantee. The exact combination or permutation of the above sections may differ between SLAs, but the overarching structure will remain the same. An SLA will outline how consistently the service will remain available, what will happen if it is not made available, how quickly support requests will be responded to, and what will happen if those requests are not responded to.