The following detailed service parameters are the responsibility of the Service Provider as part of the ongoing support to this Agreement. To support the services described in this Service Level Agreement, the Service Provider responds to incidents and/or customer service requests within the following timeframes: A Service Level Agreement is a legally binding contract between End Users and Service Providers. It creates expectations for the quality of the service provided. The focus is on describing what the user (or customer) can expect. In this respect, they are very production-based. The agreement does not describe the “how” of the service delivery, but only what the final expenditure will be. The document can also be described as an agreement at company level in the absence of a formal customer/service provider relationship between the two parties. A clearly defined service level agreement makes it much more difficult for both parties to argue over whether the service is in line with what was originally agreed. As a CIO, make sure you have a service level agreement for every important business relationship and have it verified by a lawyer. Meeting response time related to service-related incidents. This Agreement describes the parameters of all services covered as understood by the main actors. This Agreement does not replace ongoing processes and procedures unless expressly stated.
1) Give a clear reference to service ownership, responsibility, roles and/or responsibilities. In each area of the service level agreement, the objectives should be as specific as possible and measurable. Only in this way can the document be used as a guarantee of quality of service. If the language is specific, it makes it easier to determine rewards or penalties based on the quality of the services provided. There are often specific repositories used for technical services, for example.B. Mean Time to Recovery, Response, or Resolution (MTTR) and Mean Time between Failures (MTBF). . . .