Service Level Agreement Checklist
A Service Level Agreement (SLA) Checklist is a document that outlines the expected performance, quality of service and commitments of two parties in an agreement. It is generally used to document the expectations and responsibilities of the two parties involved in the agreement. The SLA Checklist typically contains details such as the service description, expected performance, quality of service, response time, availability, escalation process, change management process and communication plan. The SLA Checklist also helps both parties to manage performance expectations and identify areas of improvement. Additionally, it serves as a tool for both parties to ensure that their commitments are met and that the agreed upon services are delivered satisfactorily.
- Service Level Agreement Checklist
- Completed
- Incomplete
- Attention Required
- Not Applicable (N/A)
- Define the scope of services
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Define and document Service Level Objectives
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Document Reporting Requirements
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Establish an Escalation Process
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Define Service Charges and Billing
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Define Termination and Renewal Clauses
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Define Service Availability and Maintenance Windows
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Document Change Management Process
CompletedIncompleteAttention RequiredNot Applicable (N/A)- Document the SLA
CompletedIncompleteAttention RequiredNot Applicable (N/A)
Checklist Category
Frequently Asked Questions
What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is a contract between a service provider and its customers that defines the services that will be provided, the level of service expected, and the responsibilities of each party.
What is included in an SLA Checklist?
An SLA Checklist typically includes a list of service-related requirements, such as uptime, response times, and support availability. It also includes other important details such as the terms of the agreement, pricing, and any additional services that may be included.
What are some common SLA metrics?
Common SLA metrics include uptime, response time, availability, performance, and service levels.
How often should an SLA Checklist be reviewed?
An SLA Checklist should be reviewed at least once a year to ensure that all of the metrics are being met and that the services provided are up to date.
