Download Your Free Service Level Agreement Template

Get your hands on our free SLA template!

In order to demonstrate continual service excellence, service desks need to formally document business requirements in a service level agreement (SLA.) Because SLAs are so important to a successful service, we have produced this free template as a guide to creating an effective SLA.

In this template, we give you examples of service levels, but they shouldn’t be regarded as standard; every company’s SLA requirements are different, and consequently, every SLA is different. The examples are intended for guidance only to help you create your own unique SLA, which will be driven by your company’s unique needs.

Whilst every SLA will be different, in general, you should consider including the following:

✔️ Service descriptions

✔️ Delivery point(s) – desktop, server etc.

✔️ Escalation points – e.g. service desk or service owners

✔️ Hours of availability – standard working hours, 24 x 7 etc

✔️ Turnaround times – e.g. for procurement, consultancy

✔️ Fix and response times – e.g. for incidents, problems

✔️ Priority and severity descriptions – clear simple definitions

✔️ Customer responsibilities – calls must go via service desk etc.

✔️ Special customer requirements – key dates, systems, users etc.