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An SLA (Service Level Agreement) is a CONTRACT in which you formally define the services to be provided by the vendor in support of a client’s project, specifically post-launch. The list of services can range from performance expectations to issue/support triage.
The value of an SLA is two-sided. You, as the client, benefit from an assurance that everything is covered (even emergencies) while, us, the support team, have a contract that states what is expected to support and how and within what time frame. All of the items in an SLA should be discussed, negotiated and agreed upon between us. There can be a lot to offer and take, but like many important documents, SLAs are meant to be written and rewritten … and rewritten. This helps you to maintain an updated level of support.
The advantages of a Service Level Agreement:
» Allows involved teams to understand urgency needs for various incident priorities.
» Demonstrates to everybody, that not all incidents are created equally.
» Provides the critical framework needed for creating or updating information.