Internal Service Level Agreement

The Internal Service Level Agreement facilitates the negotiation and documentation of

service agreements between internal providers (Technology, Process, or Support) and

business partners they support. This agreement contains a title page that gives a

description of the agreement, a table of contents, the actual agreement, and a page that

defines important terms within the agreement. This document in its draft form contains

numerous of the standard clauses commonly used in these types of agreements;

however, additional language may be added to allow for customization to ensure the

specific terms of the parties’ agreement are addressed. Use this agreement to facilitate

the negotiation and documentation of service agreements between internal providers

and business partners they support.

Internal Service Level Agreement

Project Title



What is the Internal Service Level Agreement?

The Internal Service Level Agreement facilitates the negotiation and documentation of

service agreements between internal providers (Technology, Process, or Support) and

Business Partners they support.



The SLA is an essential tool for establishing the measurable service level standards that will

be used to track the successful operation and support of the service.



The Internal SLA is one component of an overall Service Level Management Process. You

should work with your Service provider to outline other components of this process, such as:



 Service requests

 Business Requirements

 Resource Assignments

 Service level measurement

 Executing the service based on the SLA

 Continuous improvement



This document has an accompanying user guide that can help users with the service level

negotiation and facilitation processes.









NOTE: When using this document, the portions in blue italics are instructional

only and should be removed. The portions in Black represent recommended

language for use in Internal Service Level agreements.









Internal SLA Roles and Responsibilities

(Note: Every project may not have a separate team member in each role listed

below.)



Owner Contributor Customer

Project Manager Technology Process Owner

Manager

Project Title

Internal Service Level Agreement





Table of Contents



I. Background .............................................................................................................................................. 4

A. Description ................................................................................................................................ 4

B. Constraints ................................................................................................................................ 4

C. Agreement ................................................................................................................................ 4

D. Acceptance ............................................................................................................................... 5

E. Agreement Maintenance ........................................................................................................... 5

II. Definitions ................................................................................................................................................ 6

III. Business / Service Overview ................................................................................................................ 7

A. Business Overview.................................................................................................................... 7

B. Service Overview ...................................................................................................................... 7

IV. Service Level Standards ..................................................................................................................... 10

A. Service Availability .................................................................................................................. 10

B. Transaction Response Time ................................................................................................... 12

C. Problem Management and Service Restoral .......................................................................... 13

D. Summary of Service Level Standards .................................................................................... 15

V. Approval / Contact Information ........................................................................................................... 16





Revision History

No. Date By Reason









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Project Title

Internal Service Level Agreement









I. Background



A. Description

The service level management process should lead to improved communications between the SLA

parties, particularly about service level expectations, as well as improved service performance. These

are the two key tests--improved communications and improved performance--that should guide the

service level management process.



This SLA defines Service functionality from the perspective of the Vendor Line of Business and

customers and addresses measurable service level standards.



B. Constrai