Service Level Agreement (SLA) Checklist: Everything You Need to Know
A Service Level Agreement (SLA) is a contractual agreement between a service provider and a client that outlines the quality and level of service delivery. SLAs are usually well-structured and outline several important details that should be considered when delivering the services.
If you`re a service provider or a client seeking the services of an SLA, you must check the following points before drafting or signing an agreement.
1. Identify the parties involved
The first and foremost step is to identify the parties involved in the agreement. Clearly mention the names and addresses of both parties in the agreement to avoid any confusion in the future.
2. Define the services to be provided
The SLA should outline the services to be delivered. Make sure the description is specific, including the expectations, scope of work, and timelines for delivery.
3. Describe the time parameters
The SLA should include the time parameters for delivering the services. Indicate the start date, delivery date, and any milestones that should be achieved.
4. Define the quality parameters
Clearly define the quality parameters that the service provider should adhere to. Indicate the standards to be achieved, the measurement tools to be used, and the process for evaluating the quality.
5. Define the performance parameters
The SLA should define performance parameters that are critical to the success of the service. Indicate the performance indicators (KPIs) to be monitored and evaluated, the benchmarks to be set, and the consequences of not achieving them.
6. Indicate the reporting mechanism
Specify the reporting mechanism between the client and service provider. Indicate the format and frequency of reporting, the person responsible for reporting, and the parameters to be covered.
7. Outline the service level credits
The SLA should also outline the service level credits, which are compensation in case the service provider fails to meet the service level parameters. Specify the compensation for different levels of service breaches.
8. Indicate the termination clause
The SLA should contain a termination clause that outlines the grounds for terminating the agreement. Specify the notice period, the process for termination, and the actions to be taken during the termination.
9. Sign and date the agreement
Finally, sign and date the agreement by both parties to make it legally binding. The agreement should be updated regularly to reflect any changes in the service level parameters.
Final thoughts
The above checklist summarizes the essential elements that should be included in any Service Level Agreement. By adhering to the checklist, you will ensure that the SLA is comprehensive, well-structured, and meets the requirements of both parties. Whether you`re a client or a service provider, an SLA can help you maintain a productive working relationship and guarantee quality service delivery.