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.
- 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.