In essence, the SLA defines the “product” that is being purchased, permitting the provider to rationalize resources to best meet the needs of varied clients, and permitting the buyer to ensure that business requirements are being met. The terms of a well-negotiated SLA will be balanced between defining the service expectations of the customer and limiting the liability of the provider.
This template provides:
- Aggregated real-world examples of a co-location SLA and service definitions documents.
- A basis to compare and negotiate vendor SLAs.
Use this template to familiarize the organization with the contents of a co-location SLA, and create expectations of what to negotiate in the co-location selection process regarding service levels.