Availability Internal Service Level Agreement Template

Author(s): Frank Trovato, David Xu, Andrew Sharp

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The final service level agreement (SLA) document is a reflection of the insights gained from the entire creation process. Use this template to document an internal SLA that incorporates insights from both the business and IT.

Focus on the following sections for the availability and reliability SLA.
  • Application/System Tier Criticality Description: Scale to which the applications/systems will be measured against to determine their criticality category.
  • Service Description: Document the current and ideal service levels for each of the application/system tiers.
  • Service Exceptions: For the applications/systems that do not fit into tiers, document their specific performance targets.

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Improve IT-Business Alignment Through an Internal SLA

Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.

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