Include a brief introduction to the agreement in terms of parties, scope of services, and contract duration. For example, when a problem is reported, an online ticket is generated and emailed to the customer. The processing of the application may take up to 2 business days. Ict will do its best to respond as soon as possible. Depending on the problem, the time it takes to resolve the issues varies. The user will be notified by email when the issue is resolved and when the issue moves to the next support level. This applies to all request methods: email, walk-in, phone, and voicemail. Add details on service management and support for the service provider in this section The next section, the contract overview, should include four components: To adapt the ICT charter to the growing and changing needs of its customers, feedback on the services offered under this SLA is valuable. The opinions of those we support are important and aim to help ICTs provide a better service and identify the future needs of our customers. Therefore, your support in all customer satisfaction surveys presented to you will be greatly appreciated. Level 1 support is provided by the ICT Service Center and can be used by students, faculty, staff, retirees, and NMSU system partners. Support for other operating systems, applications, services, and environments is provided to the best of our ability. This service is free of charge.
Supported IT environment: This is a service level agreement (SLA) between [Customer] and [Service Provider]. This document specifies the services required and the expected level of performance between MM/DD/YYYY and MM/DD/YYYY. ITS offers a variety of services available to the WSU community. Below is a list of ITS services that can be included in service level agreements. Most service providers understand the need for service level agreements with their partners and customers. But creating one can seem daunting, like you don`t know where to start or what to include. In this article, we provide some examples and templates to help you create SLAs. A service level agreement (SLA) is a service-based commitment between the information technology services (the service provider) and the customer who purchases the technology service. The SLA is a documented agreement.
Let`s look at an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. Make the necessary changes, as long as you involve the parties involved, especially the customer. And consider other topics you may want to add agreements to, such as: As Level 1 support, the ICT Help Desk provides assistance for: You can also contact Crimson Service Desk via email at crimsonservicedesk@wsu.edu or by phone at 509-335-4357 for more information. Before subscribing to an IT service, the SLA must be carefully evaluated and designed to achieve the maximum service value from an end-user and business perspective. Service providers need to pay attention to the differences between internal outputs and client-centric outcomes, as these can help set service expectations. With the exception of regularly scheduled maintenance and backup periods, supported systems must be available seven days a week, twenty-four hours a day. Specifically, basic services are generally expected to be available 24 hours a day, 7 hours a week, 365 (366) days per year, with the exception of planned downtime.
Notifications of downtime and likely impact are emailed to the user community when the board is also notified. The purpose of this SLA is to specify the Requirements of the SaaS service as defined in this document with respect to: An SLA describes the quality of the services provided. By law, a service provider has an obligation to provide its services as a ”good contractor”. A service level agreement specifies this and determines the guaranteed service level. A service level agreement is often offered as a separate contract, i.e. in addition to the service contract. However, it is also possible to include the SLA in the main agreement. In this section, add reference agreements, policy documents, glossaries, and relevant details. This may include terms and conditions for the service provider and the customer, as well as additional reference documents such as third-party contracts. A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between suppliers, services and industries.
Add a definition and brief description of the terms used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information can also be divided into the appropriate sections of this document instead of being grouped into a single section. This section sets out the objectives of this Agreement. B for example: This document is a Service Level Agreement (SLA) that defines the services and service levels between the Service Provider, the ICT Technology Support Center (TSC) and the Service Customers (Customer). Eligible clients are units, departments, and colleges at New Mexico State University. This SLA also includes the following: In this section, you wish to define the policies and scope of this Agreement with respect to the application, renewal, modification, exclusion, limitation, and termination of the Agreement. .