Service Level Agreement

Service Level Agreement

The objective of this Service Level Agreement is to state those services provided by IT Department to all Client Departments and any guidelines, parameters and procedures to be followed between IT Department and Client Department.

Purpose of using a unique SLA: all customers receive the same level of service according with service class that system belongs to.

CONTENT

1. OVERVIEW
1.1 PROCEDURE OWNER
1.2 CLASSIFICATION
1.3 APPLICABLE REGULATIONS
1.4 RELATED [COMPANY] NORMS AND PROCEDURES
1.5 OBJECTIVES
1.6 AUDIENCE AND SCOPE
1.7 DOCUMENT SUPPORT
2. DEFINITIONS & ABBREVIATIONS
3. APPLICATIONS AND SERVICE CLASSES
3.1 SERVICE CLASSES
4. SERVICE LEVELS AND PERFORMANCE MEASURES FOR APPLICATIONS/SYSTEMS
4.1 AVAILABILITY SERVICE LEVELS
4.2 SERVICE LEVELS FOR SERVICE REQUESTS
4.3 ESCALATION PROCEDURES AND STATUS UP-DATE INTERVALS
5. SUMMARY OF RESPONSIBILITIES
5.1 CLIENT DEPARTMENT
5.2 INFORMATION TECHNOLOGY
6. MEASURING AND REPORTING
7. EXCEPTIONS
8. FINAL CONSIDERATIONS
8.1 DISCIPLINARY ACTIONS AGAINST PROCEDURE VIOLATION
8.2 DOCUMENT REVISION

Pages: 14

Review Service Level Agreement.

Your email address will not be published. Required fields are marked *

Related Products:

€829.99

Purchase

This bundle contains all the products listed in the Risk Management section. Take advantage of the 25% OFF when buying the bundle!

€49.99

Purchase

The techniques of dual control and segregation of duties have to be implemented to enhance the control over activities wherever the risk and impact of an IT Security incident would likely result in financial or other material damage to the organization.

€49.99

Purchase

The objective of the Network Security Policy is to ensure the security of data transfers across Company’s networks and that an adequate level of security exists to protect the network infrastructure.

Get  Your Free Sample

Please use the form below to subscribe to our list and receive a free procedure template!
GET YOUR FREE TEMPLATE
>
close-link