A Service Level Agreement (SLA) is a document between providers of a service and the service’s customers. The SLA describes the service, documents any service level targets, and specifies expectations/responsibilities of the parties involved.
The Service Level Agreement Authoring service provides an initial consultation into what type of agreement needs to be written, follow-up interviews with individuals to determine who is currently responsible for what activities, the authoring of a formal SLA document outlining these roles and responsibilities along with expectations for those involved, and the storage of the signed, agreed upon document.
- Consulting Services Only: This option utilizes Information Technology Services resources and provides the requestor/customer with an outline of what the SLA should look like and act as for the desired outcome of the service in question.
- Service Offering Outline: This option includes consultation with the owning group and documents an outline of the service expectations in a concise, one-page summary. This does not include a review with impacted users/groups, nor an official signed agreement. The summary is documented and handed over to the service manager/requester for distribution as they see fit.
- Complete Service Level Agreement: This option includes everything outlined in the Description above. It includes the management of the process, activities, tracking of discussions/decisions, storage of the SLA documentation, and management of the SLA review process.