Service Level Agreement (SLA)
Overview
An SLA (Service Level Agreement) is a contract between an IT service provider and a customer that defines the scope, quality, and conditions of the IT services provided.
Typical SLA Structure
1. Description / Scope
Defines which IT problems are covered, how they are handled, and which support channels are used (phone, email). Also specifies hardware and systems covered.
2. Priorities
Three or more priority levels with different response times. Example:
| Priority | Response time |
|---|---|
| Priority 1 | 1 working hour, express surcharge |
| Priority 2 | 5 working hours, standard priority |
| Priority 3 | 1 working day |
Response time: the time between the disruption being reported to the helpdesk and work on the problem resolution beginning at the responsible support level.
3. Service Times
| Day | Hours |
|---|---|
| Mon–Fri | 07:00–20:00 |
| Saturday | 09:00–18:00 |
| Sundays and public holidays | No service |
| Extended hours | Available on request |
4. Languages
Supported languages for support (e.g. German, English).
5. Quality Metrics: Call Acceptance
| Metric | Target |
|---|---|
| Calls answered | 95 % of all incoming calls, < 5 % lost |
| Answered within 20 seconds | 75 % |
| Answered within 40 seconds | 90 % |
| Handled via voicemail | Max 10 % |
6. Quality Metrics: Problem Resolution
| Metric | Target |
|---|---|
| Avg. handling time for calls | Max 30 minutes |
| Intermediate report if not answered within | 4 hours |
| Avg. handling time for disruptions | Max 2 hours |
| Max. handling time | 3 days |
| Minimum resolution rate | 70 % within 2 working days |
7. Quality Metric: Customer Satisfaction
Measured via online survey and trailer calls (callback and evaluation with 10 % of callers).
8. Reporting
Monthly review; quarterly statistical evaluation.
9. Validity and Duration
States the term of the SLA and when it will be renegotiated (e.g. "valid until 1 August 20xx").
10. Signatories
Provider and customer each sign the agreement.
Service Level Management (SLM)
SLM ensures that SLAs are concluded with customers and that services are designed to meet the agreed service levels.
Tasks:
- Capture service requirements
- Check whether agreed service levels are being met
- Provide information in Service Level Reports
Roles
Service Level Manager
The process owner for Service Level Management.
Responsibilities:
- Negotiates SLAs
- Ensures they are met
- Ensures all ITSM processes, OLAs, and third-party contracts support the agreed service level goals
- Monitors service levels and provides reports
Service Owner (Serviceverantwortlicher)
Responsible for delivering an infrastructure service within the agreed SLAs.
Responsibilities:
- Acts as negotiating partner for the Service Level Manager when agreeing OLAs
- Usually a manager leading a team of technical specialists or an internal support area
OLA (Operational Level Agreement)
An OLA is an internal agreement between IT teams or departments on service delivery at the operational level. OLAs support the fulfilment of external SLAs.