Sample SLA for business unit

Question

I'm looking to generate a SLA (Service Level Agreement) agreement between my team (developers, business analysts, techs) and various business units (accounting, purchasing, human resources). This SLA will cover what is to be expected by both parties for support functions such as bug fixing, troubleshooting, etc..

I believe generating an SLA between IT (in this case the development team) and the business units is a good step so that everyone's expectations are somewhere on the same page.

Does anyone have any samples or templates that they have used in the past?

Also, if anyone has any experiences they would like to share on using/implementing SLA's for internal business units, that would be excellent.

Thanks

Answer 1

I don't think you need a template, but you need to know which terms and variables should be included. Wikipedia lists some common ones:

• FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback, or without having the caller call back the helpdesk to finish resolving the case.
• TAT (Turn Around Time): Time taken to complete a certain task.
• Uptime

Wikipedia: SLA

The most important part is to measure your variables in a reliable way. If you cannot measure your uptime, do not include it in a SLA! ITIL helps in describing services, and setting up variables.

Wikipedia: ITIL

Answer 2

i have a template i use with my clients

im not sure if this will be 100% suitable for your needs, but you may be able to tease out some useful things to use in your sla

the template i use is actually part sla, part change request protocol:

'Maintenance Blocks' - Managing Change Requests

ps. my sla is called 'maintenance blocks' just to be more client friendly

--LM