To write an Service Level Agreement, you should first understand what this term means. Generally, service level agreements, or SLAs, outline what type and level of services a provider and recipient will provide. Depending on factors such as the specific industry, company, or service involved, these agreements will have different contents.
Service level agreements include a definition of the service, a description of the level of service, specific metrics for evaluating the service, and penalties for any breach of the agreement by either party. In most cases, SLAs involve businesses and their vendors. Business-to-business relationships or internal relationships within a business can also use them.
How to write an SLA
Contents
- 1 How to write an SLA
- 1.1 1. Evaluate your current service levels
- 1.2 2. Identify your objectives
- 1.3 3. Choose a contract format
- 1.4 4. Determine the level of service
- 1.5 5. Articulate the terms of the agreement
- 1.6 6. Clarify performance expectations
- 1.7 7. Outline payment expectations
- 1.8 8. Include appendices if necessary
- 1.9 9. Revise and edit
- 1.10 10. Obtain necessary approvals
If you want to file a revised TDS return, you must file your original TDS return first
1. Evaluate your current service levels
In order to file revisions to TDS returns, the original level at which they were delivered must be maintained. When you begin using an SLA, use your assessment of your current service circumstances to assist you in setting objectives and standards for different services. For each vendor for whom you might need an SLA, consider performing this evaluation.
2. Identify your objectives
Analyze your current service level with existing contractors and consider what you’d expect from new ones. Determine what changes must be made to meet your expectations if your desired level of service exceeds what is currently offered. As part of your final SLA document, be sure to identify which party is providing service.
3. Choose a contract format
The next step is to choose a format for your SLA that will help you meet the objectives you’ve set. For every vendor agreement, some companies may use a standard SLA template. Consider how you can use that template to meet your needs if that is the case. In other cases, companies may tailor their SLA documents depending on the company or individual with whom they contract.
You should carefully consider the format that will best suit your needs in these situations. You can structure your SLA by considering what types of information you may need to include, the desired length, and other details. Consult an expert regarding any legal language or implications of your SLA if necessary.
4. Determine the level of service
You must articulate the level of service necessary to achieve your future service objectives after analyzing your current circumstances and identifying your future service objectives. There are a number of factors to consider, including the time, scope, scale, and purpose of the service. In addition, some companies provide an overview of what may happen if service is delayed or stopped.
5. Articulate the terms of the agreement
The next step is to clarify the responsibilities of each party under the service level agreement. The service provider’s duties, the agreement’s overall duration, and any notable exceptions to these terms may all be included in this section. Your SLA might also include expectations from the contracting party.
6. Clarify performance expectations
As soon as you have defined the scope of the service to be provided, the level at which it should be provided, and any relevant specific terms of your agreement, consider including metrics for measuring performance. A number of companies define clear standards of service, including what might be considered exemplary service and what might be considered an acceptable minimum standard. It is possible that the contracting company’s key performance indicators, or KPIs, are tied to the service level agreement expectations.
7. Outline payment expectations
Include information in your SLA that might modify the financial details of the primary contract. Provide an explanation of any exceptions to your service level agreement and associated fees.
8. Include appendices if necessary
There may be terms or information in an SLA that is specific to an industry or company. You may want to include accepted definitions of these terms in an appendix to your service level agreement. Appendices can also be used to determine price levels if financial details differ between service level agreements.
9. Revise and edit
Once you have completed a draft of your service level agreement, it’s important to review it for any content that needs to be removed or added, as well as for clarity. An SLA’s language might be predetermined by the company at times. Ensure that these sections are included correctly and in the correct locations. If you wrote the document independently, check for technical correctness and professionalism as well.
10. Obtain necessary approvals
An SLA is used by companies to establish agreements with vendors, employees, or departments. It is therefore important to obtain approval from all parties involved at the end of the process. You must follow company policies if you have to make changes to your SLA as a result of negotiations.