Standard SLA

[Paco]

I'm working on a advice plan to implement ITIL on a compony. (my english is not very well, sorry) and now I'm stuck with the service level agreement. I wanna make a SLA for the IT-department to customers but I have no clue what's in it.

I've searched on Google and found some samples but no identical one I want.

This is my SLA for now:
Content
- Network access
Parties
- ICT
- Production
Global agreements
- by problems call the helpdesk
Specifications of service
- helpdesk is open from nine till five
- Call must be answered within 4 seconds
- Service is available 99% of the business-time
Conditions of the service
- The service provides 100 users, if users are growing the helpdesk must be expand.
- Service is only for problems within the company and not for home
Costs
- There are no costs for this service
Responsibilities
- If the conditions are not matched a complaint is send to the head of the helpdesk.
Rapports
- Every month all problems shall be indexed of the helpdek and send to the IT-manager

[mcardinal]

Paco,

Unfortunately there are no standard SLAs. They contain whatever information you negotiate with your customers. ITIL Service Delivery book does suggest certain information:

Parties to the agreement
Description of the services
Agreed service hours
User response times, incident response times, etc.
Service availability, security and continuity targets (SLOs)
Customer and Provider responsibilities
Critical business periods and exceptions (holidays, etc.)

Beyond these whatever you put in is fine as long as both receivers and providers agree on the content.

Hope that helps!

Michael

[paco]

Thnx for your reply!

Sure it´s what discussed with the customer but I guess there are some baselines to be followed .

With your infomation I know more and I want to thank you again

grtz Paco