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A Service Agreement is a written understanding between two or more parties wherein one party agrees to provide the services to another party. The purpose of drafting a Service Level Agreement is to define what the customer or end-user will receive from the service provider. It does not define how the service will be provided or delivered to the end-user. It is an important document as it sets the expectations and boundaries in advance.
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This type of Service Level Agreements is that agreement which is made with an individual customer group, covering all the services the customer uses. It is detailing the nature, and quality of the service to be provided.
This agreement is made targeting the customers using the services offered by a particular service provider.
The multi-level SLA is split into three different levels, each addressing a particular set of customers for a service, in an SLA.
It covers all the generic service level management issues appropriate to every customer throughout the organization with whom the agreement is made. These issues are likely to be less volatile and so the SLA informs are not required frequently.
SLA Agreement must disclose the important definitions and must define the technical or legal terms used in the agreement; like Administrative Services”, “Confidential Information” Facilities” etc. It is the only documents which creates the expectations and the boundaries between the parties enter into a contract.
The agreement must specify the date of when the agreement shall become effective and the tenure till the agreement shall be in force.
When the agreement shall be binding on the parties.
Either Party may terminate this Agreement following the giving of [NUMBER] calendar days prior written notice of termination to the other Party.
In addition to the above major clauses, Service Level Agreement also covers the following clauses to make the SLA transparent and unambiguous.
Other clauses are as follows:-
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