Service-Level Agreement Guide

Service-level agreements (SLAs) are commitments between service providers and clients.

This sample document can be used by organizations as a guide to developing and understanding SLAs. Areas included in the scope of this tool are audience, purpose, assumptions and contacts. Service details include file formats, file delivery expectations, escalation actions, application escalation resources, service hours for problem resolution and application file development. It also asks for contact information and definitions for easier performance.