17 Service Level Agreement Examples to Track Your Service Management Metrics

service level agreement

In today’s business environment where managed services are constantly being outsourced, creating a concise, official document outlining the terms of an agreement between the client and service provider is critical to setting the foundations for a trustworthy and ultimately fruitful relationship.

“Service-level agreements, amongst other things, bolster trust in and between organizations – making it clear what needs to be done, to what standard, and when.”Adam Henshall, What is an SLA? How to Use Service-Level Agreements for Success

It’s simply an essential component that requires care and attention.

As you may well have already noticed and perhaps even put to good use, Process Street has been creating some excellent content for those of you looking to create first-class service level agreement’s in quick and easy fashion.

For a comprehensive introduction into what an SLA is, exactly what one consists of and why you need them, have a read through the following article:

If you are already familiar with the fundamentals of SLAs and are looking for guidance on how to create and edit one for your organization, you’ll find this post useful:

Bear in mind that the article referenced above also contains a free, easy-to-use Process Street template from which you can create as many service level agreements as you like.

And that’s what this post is all about – providing free, easy-to-use examples in the form of practical templates.

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Operational Level Agreement (OLA): The SLA’s Kick-Ass Sidekick

Operational Level Agreement

Let’s face it.

Delivering stellar services to customers and clients can be tough.

And with villains such as poor communication, stress, and human error constantly rearing their ugly heads, it makes that job even harder.

In fact, a study by Quantum Workplace found that more than 80% of people thought miscommunication happened very frequently, frequently, or occasionally in the workplace, while Identity Guard uncovered that the average American employee makes 118 mistakes per year.

So that mistakes are quashed, miscommunication is thwarted, and that everyone is on the same page so the objectives, targets, and goals defined in your service level agreements (SLA) can be upheld, an OLA is the answer.

An OLA is to the SLA what Robin is to Batman. Superboy to Superman. Chewbacca to Han Solo. And by reading through the following sections in this Process Street article, you’ll discover why an OLA makes for a kickass side-kick:

Now, don your cape and let’s fly through this post! ⚡️
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Service Level Agreement Template: How to Create Solid SLAs at Super Speed

Service Level Agreement Template

In our previous post – What is an SLA? How to Use Service-Level Agreements for Success – we gave you the complete lowdown on SLAs.

From learning what an SLA is to why you need one, and what goes in an SLA to the different types of SLAs available, you learned about the incredible usefulness of SLAs without the high-level, confusing baloney.

It piqued your interest, right?

Perhaps you even thought about making a shiny SLA template yourself, but realized creating an SLA is not exactly an easy endeavor.

Don’t worry.

I too know the difficulty involved with creating SLAs – but they’re needed. They’re there to establish trust and accountability, and at a time when 10 out of 15 companies are rapidly losing the trust of others, creating SLAs for your customers and clients will put you at a great advantage.

That’s why, in this post, I’ll be providing you with additional tips and tricks for creating, editing, and using SLA templates. You’ll also get your hands on easy-to-use Process Street SLA templates, from which you can create an infinite number of SLAs without hardly any effort (I’ll be focusing on one in particular)!

Just read through the sections below to get started:

Let’s get rocking and rolling.

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What is an SLA? How to Use Service-Level Agreements for Success

sla service level agreementServices, services, services.

We seem to be in a world of managed services.

Everyone’s outsourcing nowadays. And when they’re not outsourcing, they’re insourcing in an outsourced way.

It’s all very confusing.

That’s why we’ve decided to break down the core document which tends to regulate and organize this kind of service provision: the humble service-level agreement (SLA).

Service-level agreements, amongst other things, bolster trust in and between organizations – making it clear what needs to be done, to what standard, and when.

Trust is a hugely important thing in business. Accenture’s Competitive Agility Index found:

following a drop in trust, a company’s index score drops 2 points on average, negatively impacting revenue growth by 6% and EBITDA by 10% on average.

One of the main ways to keep trust alive in your business is to know what is expected of people and to hold them to it. Enforce reliability.

SLAs are one mechanism to help you in that battle.

In this Process Street article we’ll answer the following questions:

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