Vendor Service Level Agreement Example

The second master template is the SLA Management Checklist Template, which is simply an extension of the first Masters, which contains additional tasks after the SLA is created to check the agreement once a month. This master plugs into 7 other models suitable for different use cases. Note that the article mentioned above also contains a free and user-friendly process Street template from which you can create as many service level agreements as you want. Provider acknowledges and agrees that any Service Credit is a price adjustment reflecting the value of a lost service caused by non-compliance with a service level. Both parties agree that service credits are an appropriate method of adjusting prices to reflect poor performance. As I mentioned at the beginning of the article, the following 8 checklist templates are designed to perform regular service level agreement checks for the same application cases. This is incredibly important, as the level of support from the provider can vary greatly. Aspects such as costs and fluctuations were surprisingly lower on the list, reflecting a lack of partnerships and collaborative relationships between service providers and their clients. The survey showed that the key to solving vendor performance issues is to cooperate with the vendor to identify issues, conduct performance-enhancing training, and focus on better relationship management.

You can find other SLA models and examples here: for example, 3 months after the conclusion of the contract, the customer can request that the terms of the agreement be slightly modified, or the service provider must set its objectives. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. A service level agreement (SLA) focuses on the quality of service and performance agreed by your company and the supplier and can be used as a measuring instrument within the framework of the contract or as a document in its own right.

The main purpose of an SLA is to describe the level of service provided….

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