How Do You Write A Service Level Agreement?
Writing a Service Level Agreement (SLA) usually requires forethought, commits the customer to ongoing payments, and commits the supplier to having ongoing resources ready, but it protects both parties when future work needs to be done. It is a contract between a customer and a provider of a product or service that could require repairs, restocking of inventory, or ongoing enhancements. It is commonly used for a custom-built software package or system (as exemplified in the steps below), but it can apply in many instances, such to an appliance, a fleet of vehicles, or products stocked on shelves. To write a Service Level Agreement (SLA), start by reviewing templates for the type of product or service you’re using. Few products exist for which an SLA has yet to be written, and many examples are online or available from vendors you may know. This gives you an idea of the variables you need to decide upon, such as downtime response, bug fix frequency, allotted amount of enhancements, monet
