Agreeing expectations.
WHAT A SERVICE LEVEL AGREEMENT DOES
States what is provided, to what standard.
WHAT IT TYPICALLY COVERS
Hours of support Response times, by priority Resolution targets Availability of services What is excluded
WHY IT MATTERS
It replaces unstated and differing expectations with agreed ones.
WHAT TO BE REALISTIC ABOUT
What you can actually deliver with the resources available.
WHY
Commitments that cannot be met damage credibility more than modest ones.
WHAT TO DISTINGUISH
Response and resolution.
WHY
Response is within your control. Resolution frequently is not.
WHAT TO EXCLUDE EXPLICITLY
Things outside your control Unsupported equipment and software Requests requiring approval elsewhere
WHAT TO PUBLISH
The agreement, so users know what to expect.
WHAT TO MEASURE
Performance against it, honestly.
WHAT TO DO WHEN IT IS NOT MET
Establish why, and either improve or renegotiate.
WHAT TO REVIEW
The agreement, annually, against actual demand.
