This sample policy ensures that there are defined and documented IT services, service times, and user-agreed metrics for objective evaluation of services provided.
This policy applies to IT technical support and IT operations staff and management. An IT service-level agreement (SLA) must be implemented and reviewed annually to reflect changing user needs and IT deliverables. IT technical support and IT operations are responsible for working with end-users to produce an IT service-level agreement. IT technical support staff are responsible for monitoring and reporting on the attained service levels as documented in the service-level agreement.