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SLA Management Checklist Template

SLA Management Checklist Template

Follow this process to create a service level agreement between you (the supplier) and a customer.
1
Introduction:
2
Define who the agreement involves
3
Write down a category your services fall into
4
The agreement's purpose:
5
Write down the purpose of the agreement
6
The agreement's goal:
7
Note the goal of the agreement
8
The agreement's objectives:
9
Specify the objectives of the agreement
10
The agreement's duration:
11
Certify how long the SLA will last
12
Confirm performance review protocols
13
The service provider's services and requirements:
14
Create a list of services to be supplied
15
Describe services to be supplied in detail
16
Note the service provider's requirements
17
The customer's requirements:
18
Note the customer's requirements
19
Email the customer regarding their requirements
20
Approval: Customer requirements
21
Post-agreement management:
22
Confirm the ways to get in contact
23
Review the agreement:
24
Double-check the SLA draft
25
Handing over the agreement:
26
Send an email to the customer in question
27
Approval: Customer approval
28
Sending the approved agreement:
29
Format the SLA properly
30
Email a copy of the approved SLA to the customer
31
Performance review (month 1):
32
Review current service requirements
33
Evaluate relevant metrics and other data
34
Confirm compliance with the SLA
35
Make necessary iterations to the SLA
36
Inform relevant personnel of shortcomings
37
Performance review (month 2):
38
Review current service requirements (month 2)
39
Evaluate relevant metrics and other data (month 2)
40
Confirm compliance with the SLA (month 2)
41
Make necessary iterations to the SLA (month 2)
42
Inform relevant personnel of shortcomings (month 2)
43
Performance review (month 3):
44
Review current service requirements (month 3)
45
Evaluate relevant metrics and other data (month 3)
46
Confirm compliance with the SLA (month 3)
47
Make necessary iterations to the SLA (month 3)
48
Inform relevant personnel of shortcomings (month 3)
49
Sources:
50
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