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](www.nkarten.com)[www.ServiceLevelAgreements.com](www.ServiceLevelAgreements.com)  \nContents  \nIntroduction …………………………………….......……………………… 1  \nObjectives of this guide …………….....………........…………............... 2  \nStructure of an SLA …………….......……............................................. 3  \nTurning the template into an agreement .............................................. 4  \nI. Context-setting information ...................................................... 4  \nII. Service information ……………………………………………… 7  \nA. Description of services ………………………….…………… 7  \nB. Service standards ……………………………………………. 9  \nTypical categories of service standards ........................... 9  \nIngredients of a service standard ..................................... 11  \nC. Service tracking .................................................................. 15  \nD. Service reporting ................................................................ 16  \nIII. Management information ........................................................ 17  \nA. Periodic review .................................................................. 17  \nB. Change process ................................................................ 18  \nC. Problem resolution ............................................................ 18  \nIV. Appendices ............................................................................ 19  \nPossible additional SLA sections ......................................................... 20  \nFinal recommendations ………….……….………………………........... 21  \nRelated resources …………..……………………………..…….........…. 22  \nNaomi’s products and services …………………………..……........….. 23  \nTables  \nTable 1. Sample SLA structure ....................................................…… 3  \nTable 2. Sample service description chart ………………..................... 8  \nTable 3. Sample table of severity levels .............................................. 11  \nTable 4. Sample service reporting chart............................................... 16  \nNOTICE  \nI invite you to distribute this guide in electronic or printed form to others in your company and to those with whom you’re negotiating SLAs. However, you may not distribute it to anyone else outside your company or use it for any commercial purpose without my written permission.  \nPlease feel free to contact me at [naomi@nkarten.com](naomi@nkarten.com) to request permission. Many thanks.  \n© 2004 Naomi Karten, [www.nkarten.com. Al](www.nkarten.com. Al)l rights reserved.  \nINTRODUCTION  \nService level agreements help service providers and their customers manage service expectations, improve communication, clarify responsibilities, and ensure a shared approach to assessing service effectiveness. Creating SLAs can be a big job, but one made significantly simpler and more efficient if the parties to the SLA use a template as a starting point.  \nSince 1984, I have provided consulting and training internationally to help organizations manage customer expectations, improve customer satisfaction, and strengthen the provider/ customer relationship. In performing this work, I have provided SLA seminars and consulting services internationally, reviewed hundreds of SLAs, and helped organizations embark on an SLA effort or recover from an effort that went awry.  \nMy objective in creating this guide is to draw from my experience to provide a template that you can use or adapt in preparing or evaluating your own SLAs. This guide explains each item in the template and its function, and offers guidelines and recommendations for using the template.  \nHave You Received This Template in Word Format?  \nAlong with this guide, you should have received a copy of the template in Word format so that you can enter your SLAinformation directly into it.  \nIf you have not received the Word version, please con","cbCairNyqEeWizds","https://ap.wps.com/l/cbCairNyqEeWizds","pdf",144538,8,24,"English","# Introduction\n## Objectives of this guide\n## Structure of an SLA\n## Turning the template into an agreement\n## Final recommendations\n## Related resources","[{\"question\":\"What is the purpose of an SLA template in this guide?\",\"answer\":\"The guide positions the template as a starting point for an effective conversation that aligns expectations and responsibilities, not a fill-in form meant to be completed quickly.\"},{\"question\":\"What key elements must an effective SLA include?\",\"answer\":\"An SLA must incorporate service elements (services and delivery conditions) and management elements (how the relationship is reviewed, changed, and problems resolved).\"},{\"question\":\"How does the guide recommend using the template to improve SLA success?\",\"answer\":\"It provides explanations, guidelines, and examples so providers and customers understand each other’s environments, avoid missing critical issues, and build an approach that supports long-term success.\"}]","An SLA Template - How to Use It | PDF",1789193965]