As businesses collaborate with service providers, it`s important to have a set of rules and guidelines that both sides can clearly understand. That`s where a service level agreement (SLA) comes into play. A service level agreement is a document that outlines the terms and conditions of the services provided by a vendor or service provider.
When drafting an SLA, formatting is just as important as the information included. The format helps to enhance the readability of the document and make it easy to locate critical sections. Below are some tips on how to format an SLA:
1. Start with a title page: The title page should include the name of your company and the vendor or service provider`s name. Also include the title of the document, which should be something like “Service Level Agreement.”
2. Table of contents: Next, include a table of contents that highlights the different sections of the SLA. This makes it easy for the reader to find specific information within the document.
3. Executive summary: The executive summary should be a brief summary of the document. It should include a brief overview of the services provided, the duration of the agreement, key performance indicators (KPIs), and the consequences of breaching the agreement.
4. Service scope: This section should outline the specific services provided by the vendor or service provider.
5. Service levels: The SLA should include detailed descriptions of the service levels expected from the vendor or service provider. This section should include specific metrics that will be used to measure performance.
6. Performance tracking and reporting: The SLA should include a section that outlines how performance will be tracked and reported. This section should include information on the frequency of reports, the format of reports, and who will be responsible for producing the reports.
7. Escalation and remediation: This section should outline the process for addressing performance issues. It should include information on how issues will be escalated and how remediation will occur.
8. Service level agreement review and termination: The SLA should include a section that outlines the process for reviewing and terminating the agreement. This section should include information on how often the agreement will be reviewed, who will be responsible for the review, and how termination will occur.
9. Appendices: Finally, the SLA should include any appendices that are necessary to support the agreement. This might include a glossary of terms, a list of contacts, or other relevant information.
By following these formatting guidelines, you will create an SLA that is easy to read and understand. Remember, an SLA is a legally binding document, so it`s important to ensure that it is written in clear and concise language and accurately represents the expectations of both parties.