Sla Response Time Template

The sla is a documented agreement.

Sla response time template. Purpose of this service level agreement sla is to identify the basic services and any agreed upon optional services to be provided by facilities regarding building and grounds maintenance for business customer name. Remember that these documents are flexible and unique. Just as the sla outlines uptime guarantees it may outline response times for service requests. This section may also outline what remedies the customer has if these levels are not maintained.

The benchmark may specify that the 90th percentile response time of a transaction should be within x seconds. Lets look at a sample sla that you can use as a template for creating your own slas. The goal of an sla is to define and document which it services the msp will provide minimum response time liability protection for the msp payment structure and performance standards the provider is obliged to meet. The vendor will guarantee some level of uptime 9999 99999 etc and outline how that will be measured.

Sample service level agreement slas come in many shapes and sizes. Make changes as necessary as long as you include the relevant partiesparticularly the customer. A resolution time refers to how long it takes from the time an issue is logged until it is fully resolved. Create an sla that stops tracking time to resolution while youre waiting for a customer to reply.

Response time response time which is counted of the point in time when the incident or interruption is detected means the time during which the correction of an interruption or the processing of an incident shall be initiated. This is the crux of the sla. It departments need to be able to measure their own response times effectively in order to provide the best possible service. The usual practice is to establish a range of job priorities and assign a target resolution time to each.

The telephone number 000 0000 will have two lines available to take calls. This means that only 10 of the transactions have a response time higher than x seconds and can therefore be a meaningful measure. A service level agreement sla forms part of the contract between your business and its it supplier the sla sets out what levels of service are acceptable and crucially explains what compensation you will receive if the it supplier fails to meet these levels. A service level agreement sla is a contract between a managed it services provider msp and its client that outlines both parties responsibilities.

During this time the help desk will be staffed with a minimum of x people.