1

We would like to prepare a SLA as we don’t have one for any clients. I have been given a task to do some research and prepare a draft. Would anyone be able to share something to get us started please. Thank you very much.

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2

What are you providing?

Things to consider;

  • How much uptime will you provide? (How many 9’s)
  • What is the time in which you will guarantee a repair to take place and/or be completed by?
  • Is there a limit to how much support you provide?
  • What will the repercussions be for your company if you don’t hold up your end of the SLA? (eg. They get an extra week or month of service, they get money back or have to pay less on their next bill)

These are some good places to start but without knowing what service you’re providing an SLA for, then it’s hard to determine exactly what your needs will be.

3

SANS.org has a bunch of sample SLA’s for various contracts - cloud services, security etc.

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4

More information is needed to help you out by a lot, just remember that you need to get a legal professional involved to look over the wording and to make sure it complies with local laws.

5

Thank you for your reply. We have few different types of clients. Most of them are on unlimited support. They pay certain weekly fee and as long as everything is running good everyone is happy. At the moment when they have problem they call us and expect us to answer immediately and resolve their issue straightway. Also we have wasted a lot of time recently fixing up things due to many of them have old hardware, some use free antivirus, no warranty on hardware/servers/routers etc hence we would like to have SLA and will have terms that they need to have certain things like hardware with warranty and vendor support, licensed software, branded server as some are using custom made desktop as servers, etc before we offer them unlimited support/managed support. So if you have already any SLA that includes things like these would you be able to share please, my email is sunitaregmi25 at gmail dot com. thank you.

6

Unfortunately with unlimited IT support, you’ve shot yourself in the foot, now you want people to pay the same but get less? Why would they agree to a new SLA which limits what they get for the service?

You’ve said what you wanted in your SLA, you need to write it out according to the exact needs of the business whilst obeying all local laws/regulations.

SLA templates are out there on the internet, but what you really need is a contract that they sign, an SLA is just part of the contract.

7

an SLA is measurement of the contract in place - how you are performing on your promised delivery

not the other way around. you promise to do x, the SLA says in y time. and if you dont, you break the SLA, which is just an indicator. we kept inside our SLA for 86% of the time or whatever

but the contract of what you are providing is what actually matters.