Support SLAs

This report provides examples necessary for establishing effective service level agreement practices.

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The terms Service Level Agreement or SLA are used to describe performance objectives for a wide variety of services. SLAs are used to describe the speed by which a replacement part will be delivered to a customer site, the up-time of an application, or the time it takes to respond to a question submitted to Support. Service levels may express a performance level in terms of a target or commitment.  The following definition provides a unified description of the various types of service level statements and agreements offered across the technology industry.


Service Level Agreements express the committed or targeted level of performance for one or more service offerings or activities.  An SLA may be backed by penalties or offered as a non-binding guideline for expected performance levels.


This report explores the types of service level agreements used within the technology services industry and provides examples necessary for establishing effective service level agreement practices.  Topics explored include:

  • Service Level Agreement Types
  • Reasons to Use SLAs
  • Sample SLA with language and targets
  • Creating Differentiation with SLAs
  • Examples of SLAs and their “Fine Print”
  • Penalties

Pages: 12

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