{"id":22140,"date":"2020-03-24T15:32:28","date_gmt":"2020-03-24T15:32:28","guid":{"rendered":"https:\/\/www.process.st\/templates\/it-service-sla-management\/"},"modified":"2024-02-29T01:42:23","modified_gmt":"2024-02-29T01:42:23","slug":"it-service-sla-management","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/it-service-sla-management\/","title":{"rendered":"IT Service SLA Management Checklist Template"},"content":{"rendered":"<section id=\"introduction\">\n<h2>Introduction:<\/h2>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/uNt8NyVTSja5rQZEkSdJXw.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/uNt8NyVTSja5rQZEkSdJXw.png\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>A <a href=\"https:\/\/www.process.st\/sla-service-level-agreement\/\" rel=\"nofollow noopener\" target=\"_blank\">service level agreement (SLA)<\/a> is a document that creates trust, enforces reliability, and keeps both the supplier and the customer on the same page.<\/p>\n<p>Here at <a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street<\/a>, we created a general <a href=\"https:\/\/www.process.st\/service-level-agreement-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Service Level Agreement Template Process<\/a> to guide you through the process of creating a comprehensive SLA from scratch.<\/p>\n<p>Now, we decided to <strong>expand our SLA template offering<\/strong> by creating additional templates to address a<strong> variety of industries and use cases.<\/strong> This template is focused on<strong> IT services<\/strong>; one of the most popular use cases.&nbsp;<\/p>\n<p>This checklist will walk you through the <strong>document creation process as well as a simple 3-month review process<\/strong> to ensure the service provider - customer relationship runs smoothly.<\/p>\n<p>With this SLA management checklist, you input relevant information in each task, including:<\/p>\n<ul>\n<li>Information about the companies (<strong>stakeholders<\/strong>) involved<\/li>\n<li>The <strong>purpose<\/strong>, <strong>goal<\/strong>, and <strong>objectives<\/strong> of the service level agreement<\/li>\n<li>How <strong>long<\/strong> the agreement will last<\/li>\n<li>Who will review <strong>performance<\/strong> over time<\/li>\n<li>The<strong> IT&nbsp;services being supplied<\/strong> to the customer<\/li>\n<li>The <strong>requirements<\/strong> of both the&nbsp;<strong>IT services company<\/strong> and customer<\/li>\n<li>Ways to <strong>contact<\/strong> both the&nbsp;IT services company&nbsp;and customer<\/li>\n<li>A <strong>review process each month<\/strong> that includes:\n<ul>\n<li>Review of service requirements<\/li>\n<li>Evaluation of metrics and other important data<\/li>\n<li>\u0130mplementation of any necessary changes to the SLA<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Let's get started!<\/p>\n<h5>A little info about Process Street<\/h5>\n<p>Process Street is&nbsp;<strong>superpowered checklists<\/strong>. By using our software to document your processes, you are instantly creating an actionable workflow in which tasks can be assigned to team members, automated, and monitored in real-time to ensure they are being executed as intended, each and every time.<\/p>\n<p>The point is to&nbsp;<strong>minimize human error, increase accountability<\/strong>, and&nbsp;<strong>provide employees with all of the tools and information necessary<\/strong>&nbsp;to complete their tasks as effectively as possible.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"define-who-the-agreement-involves\">\n<h2>Define who the agreement involves<\/h2>\n<div class=\"text-content\">\n<p><strong>Define who's involved with the agreement by filling out the below form fields.<\/strong><\/p>\n<p>The first party involved is your organization, so<strong> include your<\/strong> company's name, email of the main point of contact for this SLA (which is most likely yourself), and the email of that person.<\/p>\n<p>After doing that,<strong> include the details<\/strong> of the other party (stakeholder) involved with this SLA: The customer that wants to make use of your IT services.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Your company name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Name of your company's main contact <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<hr>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer company's name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Name of customer company's main contact <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer company's telephone number <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer company's office hours <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"the-agreements-purpose\">\n<h2>The agreement's purpose:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">In the following section, you'll write down the purpose of the SLA.<\/p>\n<p>If you aren't sure of what \"purpose\" means in this context, it's essentially a quick, general overview of what the SLA sets out to do.&nbsp;<\/p>\n<p>To help you out, here's an example of what <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a> wrote as the purpose in their SLA:<\/p>\n<p class=\"style-blockquote\"><em>\"The purpose of this Agreement is to communicate the elements and commitments in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider.\"&nbsp;<\/em>-&nbsp;<a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>, <a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\"><em>Standard (Pay As You Go) &amp; Pre-Paid Support Package Service Level Agreement<\/em><\/a><\/p>\n<\/p><\/div>\n<div class=\"text-content\">\n<p class=\"style-warning\">You'll also notice that each task has a <a href=\"https:\/\/www.process.st\/help\/docs\/stop-tasks\/\" rel=\"nofollow noopener\" target=\"_blank\">stop task<\/a> applied. This means the current task must be completed before moving onto the others.<\/p>\n<p>To learn more about stop tasks and how they work, check out the video below.<\/p>\n<\/p><\/div>\n<div class=\"video-content\">\n<div class=\"iframe-container\">\n   <iframe src=\"https:\/\/www.youtube.com\/embed\/n5gIPONOF5s?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"write-down-the-purpose-of-the-agreement\">\n<h2>Write down the purpose of the agreement<\/h2>\n<div class=\"text-content\">\n<p><strong>Write down the purpose of the agreement in the text box below.<\/strong><\/p>\n<p>As the purpose of an agreement will differ with each customer, it's best to write it from scratch for every new client.<\/p>\n<p>In the text box, <strong>write down the purpose<\/strong>&nbsp;<strong>of the SLA<\/strong>.<\/p>\n<p>Again, if you're new to SLA writing, remember to check out <a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Tech Help Direct's SLA<\/a> to understand what to do here.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> What is the purpose of this SLA? <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/uSSvGeIhxEslz7b9Yt5FZg.jpeg\" alt=\"Write down the purpose of the agreement\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/uSSvGeIhxEslz7b9Yt5FZg.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/vZJdYl5JVXY\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"the-agreements-goal\">\n<h2>The agreement's goal:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">Now that you've defined what the SLA is and you've provided the purpose, the next step is to specify the goal of the SLA.<\/p>\n<p>Although the two terms may strike you as similar, a&nbsp;<strong>goal&nbsp;<\/strong>differs from&nbsp;<strong>purpose.&nbsp;<\/p>\n<p><\/strong>A <strong>goal<\/strong> is the preferred outcome of the SLA. To draw from <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>'s SLA again, in the goal section, they've written the following:<\/p>\n<p class=\"style-blockquote\">\"<em>The goal of this Agreement is to obtain mutual understanding for IT service provision between the Service Provider(s) and Client(s)<\/em>.\" - <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>, <a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\"><em>Standard (Pay As You Go) &amp; Pre-Paid Support Package Service Level Agreement<\/em><\/a><strong><\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"note-the-goal-of-the-agreement\">\n<h2>Note the goal of the agreement<\/h2>\n<div class=\"text-content\">\n<p><strong>Note the goal of the agreement.&nbsp;<\/strong><\/p>\n<p>Consider what the&nbsp;goal of the agreement is, then, once you've come to your conclusion, <strong>write down the goal<\/strong> in the long text box below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> What is the goal of the agreement? <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/n8V37DsvGeFgkNKLasFG3w.jpeg\" alt=\"Note the goal of the agreement\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/n8V37DsvGeFgkNKLasFG3w.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/j6brni7fpvs\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"the-agreements-objectives\">\n<h2>The agreement's objectives:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">Next up is specifying the agreement's objectives.<\/p>\n<p>Objectives are the main points the SLA sets out to do. Think of it as similar to the purpose you wrote in task #5, but this time, you're deep-diving into the specifics.&nbsp;<\/p>\n<p><a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a> wrote the following for their objectives section:<\/p>\n<p class=\"style-blockquote\"><em>\"The objectives of this Agreement are to: <\/em><\/p>\n<p><em>\u2022 Provide clear reference to service time frames. <\/em><br \/><em>\u2022 Present a clear, concise and measurable description of service provision to the Client. <\/em><br \/><em>\u2022 Match perceptions of expected service provision with actual service support and delivery.\" - <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>, <a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Standard (Pay As You Go) &amp; Pre-Paid Support Package Service Level Agreement<\/a><\/em><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"specify-the-objectives-of-the-agreement\">\n<h2>Specify the objectives of the agreement<\/h2>\n<div class=\"text-content\">\n<p><strong>Specify the objectives of the agreement in the text boxes.<\/strong><\/p>\n<p>After reading <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>'s example, consider the three most important objectives of this particular SLA.&nbsp;<\/p>\n<p>Then, <strong>add each objective to<\/strong> the corresponding<strong> text boxes<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> SLA objective #1 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> SLA objective #2 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> SLA objective #3 <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"the-agreements-duration\">\n<h2>The agreement's duration:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">Like all good things, SLAs at some point must come to end.&nbsp;<\/p>\n<p>In the next section, you'll be certifying and confirming how long the SLA will last, defining when the SLA should be reviewed (in case it needs to be ended early, for instance), and who will do the reviewing.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"certify-how-long-the-sla-will-last\">\n<h2>Certify how long the SLA will last<\/h2>\n<div class=\"text-content\">\n<p><strong>Certify how long the SLA will last by adding the SLA's start date and end date.<\/strong><\/p>\n<p>For everybody involved, it's important to know the exact dates when an SLA begins and ends.&nbsp;<\/p>\n<p>Even if the working relationship develops into a longterm arrangement that lasts many years, it's a necessity to clearly state the agreement's length-based parameters.&nbsp;<\/p>\n<p><strong>Add the SLA's start date<\/strong> in the \"SLA start date\" time\/date form field, <strong>and the SLA's end date<\/strong> in the \"SLA end date\" time\/date form field.<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> SLA start date <\/label> <\/p>\n<div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> SLA end date <\/label> <\/p>\n<div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-performance-review-protocols\">\n<h2>Confirm performance review protocols<\/h2>\n<div class=\"text-content\">\n<p><strong>Confirm performance review protocols (i.e. who will do the performance review, when, etc) by providing answers in the below form fields.<\/strong><\/p>\n<p>Ensure you are assigning the appropriate personnel with IT service expertise.<\/p>\n<p>Once an SLA has been agreed upon, performance from all sides should be frequently reviewed to ensure the arrangement is ticking along well.<\/p>\n<p>Below, <strong>answer<\/strong> \"Who will do the performance review?\" (for all parties), \"What is the performance review period?\", and \"When is the next review date?\" <strong>via the appropriate form fields<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Who will do the performance review (service side)? <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Who will do the performance review (customer side)? <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> What is the performance review frequency? <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> When is the next performance review date? <\/label> <\/p>\n<div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/hZ10ZVrdLk5cnHHUUjZHow.jpeg\" alt=\"Confirm performance review protocols\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/hZ10ZVrdLk5cnHHUUjZHow.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/KdeqA3aTnBY\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"the-service-providers-services-and-requirements\">\n<h2>The service provider's services and requirements:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">The tasks in this section tackle the nitty-gritty: The core information of any SLA.&nbsp;<\/p>\n<p>Specifically, you'll be creating a list of the services you'll be supplying, describing them in detail, and then noting down the requirement (responsibilities) you'll abide to.<\/p>\n<p>When describing the services in detail, remember to include specific parameters including how long it should take to carry out the services, where, and what happens in emergency situations.<\/p>\n<p>Take the following text from <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a> as an example:<\/p>\n<p class=\"style-blockquote\"><em>\"<strong>Onsite Assistance<br \/><\/strong><br \/>Guaranteed within 48 hours when submitted during business hours. If the request is urgent within business hours, a technician can be guaranteed onsite within four (4) hours. Additional service fees apply for urgent support. <\/em><\/p>\n<p><em>For urgent onsite assistance in out of office hours, the Client must log a \u201chigh priority\u201d support ticket or call 1300 622 843 to leave a phone message, which will be directly emailed to a technician. Out of office hours and emergency onsite support is not guaranteed in standard PAYG service terms or pre-paid support packages, but rather, are subject to availability of technical staff. Additional service rates apply for urgent support in out of office hours and emergency support.\" - <a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a>, <a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Standard (Pay As You Go) &amp; Pre-Paid Support Package Service Level Agreement<\/a><\/em><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"create-a-list-of-services-to-be-supplied\">\n<h2>Create a list of services to be supplied<\/h2>\n<div class=\"text-content\">\n<p><strong>Create a general list of IT services to be supplied to the client.<\/strong><\/p>\n<p>In the provided form field, <strong>write down<\/strong> (vertically) <strong>a list of services<\/strong> your IT services company will <strong>supply<\/strong> to the customer.&nbsp;<\/p>\n<p>Examples of typical IT services include:<\/p>\n<ul>\n<li>Software development<\/li>\n<li>Secure data storage<\/li>\n<li>Data synchronization&nbsp;<\/li>\n<li>API development<\/li>\n<li>Process automation<\/li>\n<\/ul>\n<p>Now, <strong>write down&nbsp;<em>your&nbsp;<\/em>list of services<\/strong>&nbsp;below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> List of services to supply <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"describe-services-to-be-supplied-in-detail\">\n<h2>Describe services to be supplied in detail<\/h2>\n<div class=\"text-content\">\n<p><strong>Describe the services to be supplied in greater detail.<\/strong><\/p>\n<p>Thanks to <a href=\"https:\/\/www.process.st\/help\/docs\/variables\/\" rel=\"nofollow noopener\" target=\"_blank\">variables<\/a>, you'll see the list you wrote in the previous task below.<\/p>\n<p>Use this list as a reference point, and <strong>expand on what those IT services entail<\/strong>, exactly.<\/p>\n<hr>\n<h5>List of IT services to supply:<\/h5>\n<p>{{form.List_of_services_to_supply}}<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #1 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #2 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #3 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #4 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #5 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Detailed description of service #6 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/vD2_pNhuO0X8Y-NE4alBAA.jpeg\" alt=\"Describe services to be supplied in detail\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/vD2_pNhuO0X8Y-NE4alBAA.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/fMntI8HAAB8\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"note-the-service-providers-requirements\">\n<h2>Note the service provider's requirements<\/h2>\n<div class=\"text-content\">\n<p><strong>Note down the service provider's requirements.<\/strong><\/p>\n<p>As the IT service provider, there will be requirements and responsibilities to uphold.<\/p>\n<p>Although these will differ case-by-case and scenario-and-scenario, they are also fairly general.<\/p>\n<p>For example, responsibilities like delivering services on-time and proactively informing the customer if there'll be a delay in getting your services to them, are good, standard requirements to abide by.&nbsp;<\/p>\n<p><strong>Note down<\/strong> the <strong>requirements and responsibilities<\/strong> below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Service provider's requirement #1 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Service provider's requirement #2 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Service provider's requirement #3 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"the-customers-requirements\">\n<h2>The customer's requirements:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">The previous task had you note the requirements and responsibilities&nbsp;<em>you&nbsp;<\/em>pledge to uphold.&nbsp;<\/p>\n<p>In the next section, you'll write down the requirements expected from the customer in return for your services, and get the customer to approve them before running ahead with creating the rest of the SLA.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"note-the-customers-requirements\">\n<h2>Note the customer's requirements<\/h2>\n<div class=\"text-content\">\n<p><strong>Note down the customer's requirements.<\/strong><\/p>\n<p>Similar to your requirements, the customer in question has requirements and responsibilities too.<\/p>\n<p>Again, these differ scenario-by-scenario but are also fairly general. For instance, an essential requirement for the customer would be to make sure that payments are paid regularly each month or quarter.<\/p>\n<p>Using the boxes below,<strong> note the requirements and responsibilities<\/strong> expected from the<strong> customer<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer's requirement #1 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer's requirement #2 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Customer's requirement #3 <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"email-the-customer-regarding-their-requirements\">\n<h2>Email the customer regarding their requirements<\/h2>\n<div class=\"text-content\">\n<p><strong>Email the customer regarding their requirements.<\/strong><\/p>\n<p>Once you've stipulated the customer's requirements, the customer can approve, reject, or reject the requirements with comments in task #20, thanks to <a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">approval tasks<\/a>. (This will help to keep both parties in the loop, and will cause fewer rounds of edits to the SLA at later stages.)<\/p>\n<p>First, though, <strong>notify them<\/strong> about the approval task by <strong>using the email widget below<\/strong>.&nbsp;<\/p>\n<p>All the information has been added for you. All you need to do is hit \"Send\".<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/gLgW0Rwmi2haxIztsw9MDA.jpeg\" alt=\"Email the customer regarding their requirements\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/gLgW0Rwmi2haxIztsw9MDA.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/3Mhgvrk4tjM\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"approval-customer-requirements\">\n<h2>Approval: Customer requirements<\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\">\n        <span class=\"title\">Note the customer's requirements<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"postagreement-management\">\n<h2>Post-agreement management:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">As noted earlier, there needs to be continued contact between both parties after the SLA has been approved.<\/p>\n<p>In the next task, you'll provide ways for the customer to get in contact with you - besides just email.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-the-ways-to-get-in-contact\">\n<h2>Confirm the ways to get in contact<\/h2>\n<div class=\"text-content\">\n<p><strong>Confirm the ways the client can get in contact with you, should they need to discuss your services down the line.<\/strong><\/p>\n<p>A customer could get in contact with you for several reasons.<\/p>\n<p>They might want to suggest a change in the SLA, stop the agreement altogether, or maybe they just want to thank you for providing awesome services.<\/p>\n<p>Either way, you'll want to include various contact details within the SLA.&nbsp;<\/p>\n<p><strong>Write your company's telephone number and office hours<\/strong> in the form fields below to <strong>provide them with another way to communicate with you<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Your company's telephone number <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> When are your company's office hours? <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/o73GLwbSVwqun9k32DRKUg.jpeg\" alt=\"Confirm the ways to get in contact\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/o73GLwbSVwqun9k32DRKUg.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/4V8uMZx8FYA\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"review-the-agreement\">\n<h2>Review the agreement:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">You've now filled out all the necessary form fields. The information you added will be collated into an SLA (via <a href=\"https:\/\/www.process.st\/help\/docs\/variables\/\" rel=\"nofollow noopener\" target=\"_blank\">variables<\/a>), which you'll review and double-check in the next step.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"doublecheck-the-sla-draft\">\n<h2>Double-check the SLA draft<\/h2>\n<div class=\"text-content\">\n<p><strong>Double-check the SLA draft to ensure it's fit to send the client.<\/strong><\/p>\n<p>Below you'll see your SLA made via the service level agreement template process. Read through it and make sure it makes sense.<\/p>\n<p class=\"style-danger\">If you see text with double braces (which are the&nbsp;<strong>{&nbsp;<\/strong>and&nbsp;<strong>}&nbsp;<\/strong>symbols), then you've not filled&nbsp;out a form field along the way. Go back to the corresponding task and put in the right information. <\/p>\n<p><strong>OR<\/strong><\/p>\n<p>If there were too many form fields for you to fill out, click \"edit this template\", delete the text with braces from the SLA, and update&nbsp;<strong>only this template.&nbsp;<\/p>\n<p><\/strong>This is so the SLA looks clean and tidy for when the customer reads the SLA in a few steps' time.<\/p>\n<h5>1. Agreement overview<\/h5>\n<hr>\n<p>This Service-Level Agreement is effective as of {{form.SLA_start_date}}, and is made by and between {{form.Customer_company's_name}}&nbsp;and&nbsp;{{form.Your_company_name}} (the stakeholders).<\/p>\n<h5>2. The service-level agreement's purpose, goal, and objectives<\/h5>\n<hr>\n<p><strong>Purpose:<\/strong><\/p>\n<p>{{form.What_is_the_purpose_of_this_SLA?}}<\/p>\n<p><strong>Goal:<\/strong><\/p>\n<p>{{form.What_is_the_goal_of_the_agreement?}}<\/p>\n<p><strong>Objectives:<\/strong><\/p>\n<p>{{form.SLA_objective_#1}}<\/p>\n<p>{{form.SLA_objective_#2}}<\/p>\n<p>{{form.SLA_objective_#3}}<\/p>\n<h5>3. The service agreement<\/h5>\n<h5>3.1. Service scope<\/h5>\n<hr>\n<p>The service Supplier has agreed to carry out the following services to the Customer:<\/p>\n<p>{{form.List_of_services_to_supply}}<\/p>\n<p>In fuller detail, these services are as follows:<\/p>\n<p>{{form.Detailed_description_of_service_#1}}<\/p>\n<p>{{form.Detailed_description_of_service_#2}}<\/p>\n<p>{{form.Detailed_description_of_service_#3}}<\/p>\n<p>{{form.Detailed_description_of_service_#4}}<\/p>\n<p>{{form.Detailed_description_of_service_#5}}<\/p>\n<p>{{form.Detailed_description_of_service_#6}}<\/p>\n<p>The Supplier acknowledges that they must, at all times, provide the services as outlined above. <\/p>\n<p>Failure to do so&nbsp;may have a material adverse impact on the business and operations of the Customer, and that it shall entitle the Customer to cease the contract at a future date.<\/p>\n<h5>3.2 Supplier requirements<\/h5>\n<hr>\n<p>The Supplier will commit to the following requirements and responsibilities:<\/p>\n<p>{{form.Service_provider's_requirement_#1}}<\/p>\n<p>{{form.Service_provider's_requirement_#2}}<\/p>\n<p>{{form.Service_provider's_requirement_#3}}<\/p>\n<h5>3.3 Customer requirements<\/h5>\n<hr>\n<p>The Customer will also commit to the following requirements and responsibilities:<\/p>\n<p>{{form.Customer's_requirement_#1}}<\/p>\n<p>{{form.Customer's_requirement_#2}}<\/p>\n<p>{{form.Customer's_requirement_#3}}<\/p>\n<h5>4. Performance monitoring and review<\/h5>\n<hr>\n<p>The Supplier shall implement all measurement and monitoring tools and procedures necessary to measure, monitor and report on the Supplier\u2019s performance of the provision of the Services.<\/p>\n<p>The Supplier shall immediately notify the Customer in writing if the level of performance of the Supplier of any element of the provision fails to meet proper standards.<\/p>\n<p>Both parties have agreed to review performance frequently - {{form.What_is_the_performance_review_frequency?}}.<\/p>\n<p>{{form.Who_will_do_the_performance_review_(customer_side)?}} will carry out the performance review from the Customer's side. {{form.Who_will_do_the_performance_review_(service_side)?}} will carry out the performance review for the Supplier.&nbsp;<\/p>\n<p>After this contract has been approved, the first review will take place on {{form.When_is_the_next_performance_review_date?}}.<\/p>\n<h5>5. Service management<\/h5>\n<hr>\n<p>In addition to frequent performance reviews, the Services must be managed appropriately.&nbsp;<\/p>\n<p>Should the Customer want to get in contact with the Service provider regarding the Services, they can be contacted via:<\/p>\n<p><strong>Supplier's telephone:<\/strong><\/p>\n<p>{{form.Your_company's_telephone_number}}<\/p>\n<p><strong>Supplier's email:<\/strong><\/p>\n<p>{{form.Email_of_your_company's_main_contact}}<\/p>\n<p>During the following office hours:<\/p>\n<p>{{form.When_are_your_company's_office_hours?}}<\/p>\n<p>Similarly, the Supplier can contact the Customer through the following means of contact:<\/p>\n<p><strong>Customer's telephone:<\/strong><\/p>\n<p>{{form.Customer_company's_telephone_number}}<\/p>\n<p><strong>Customer's email:<\/strong><\/p>\n<p>{{form.Email_of_customer_company's_main_contact}}<\/p>\n<p>During the following office hours:<\/p>\n<p>{{form.Customer_company's_office_hours}}<\/p>\n<hr>\n<p>Once approved, this SLA is effective from {{form.SLA_end_date}}.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"handing-over-the-agreement\">\n<h2>Handing over the agreement:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">Now that you're happy with how the SLA looks, it's time to send it to the customer to get their approval.&nbsp;<\/p>\n<p>Getting the approval on important items - such as SLAs - is made easier with Process Street's <a href=\"https:\/\/www.process.st\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">approvals<\/a>, and task #27 is an <a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">approval task<\/a> which the customer themselves will be completing.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"send-an-email-to-the-customer-in-question\">\n<h2>Send an email to the customer in question<\/h2>\n<div class=\"text-content\">\n<p><strong>Send an email to the customer to let them know the SLA is ready for approval.<\/strong><\/p>\n<p>Overcommunication is important, and especially when it comes to a crucial process like agreeing on an SLA.<\/p>\n<p>So that your customer is informed that the SLA draft is ready for approval - and that they have to make the approval decision themselves via Process Street - <strong>send them an email<\/strong> via the widget below.<\/p>\n<p>All the information has already been added for you. All you need to do is hit \"Send\".<\/p>\n<p class=\"style-danger\">If the decision-maker rejects the SLA, then communicate with them. Figure out what they want changing, why, and whether it's feasible to do so.<\/p>\n<p>If it is, make those changes in the appropriate steps. Then, go back to task #24, make sure the edited version looks good, and send it for approval again.<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/pJHVOckXBKTIrYbX1JJFpQ.jpeg\" alt=\"Send an email to the customer in question\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/pJHVOckXBKTIrYbX1JJFpQ.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/GJao3ZTX9gU\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"approval-customer-approval\">\n<h2>Approval: Customer approval<\/h2>\n<div class=\"approval-content\">\n<div class=\"header\">\n<div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n<\/p><\/div>\n<div class=\"approval-rule-subject-tasks-list\">\n<ul class=\"list\">\n<li>\n<div class=\"approval-rule-subject-tasks-list-item\">\n<div class=\"item\">\n<div class=\"container\">\n        <span class=\"title\">Double-check the SLA draft<\/span> <\/p>\n<div class=\"body\">\n         Will be submitted\n        <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"sending-the-approved-agreement\">\n<h2>Sending the approved agreement:<\/h2>\n<div class=\"text-content\">\n<p class=\"style-info\">Success! The SLA has been approved and you've gained yourself one more customer.<\/p>\n<p>So that the customer in question has a digital copy of the SLA you've created via this service level agreement template process, you'll be formatting the SLA, uploading it, and sending it to them in the final two steps.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"format-the-sla-properly\">\n<h2>Format the SLA properly<\/h2>\n<div class=\"text-content\">\n<p><strong>Format the SLA properly using the software (Word, Google Docs, etc) of your choice.&nbsp;<\/strong><\/p>\n<p>The SLA has been approved and agreed upon.&nbsp;<\/p>\n<p>Now you'll want to format the SLA created in task #24 by using the software of your choice, such as Word or Google Docs. This is so the SLA document itself looks as professional as possible.<\/p>\n<p><strong>Once<\/strong> it's been <strong>formatted, upload the document below<\/strong>.<\/p>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Upload the formatted SLA document <\/label> <\/p>\n<div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"email-a-copy-of-the-approved-sla-to-the-customer\">\n<h2>Email a copy of the approved SLA to the customer<\/h2>\n<div class=\"text-content\">\n<p><strong>Email a copy of the approved SLA to the customer.<\/strong><\/p>\n<p>With the formatted, professional-looking SLA ready to go, it's time to <strong>send it to the customer<\/strong> using another email widget.<\/p>\n<p>Again, everything has already been provided for you. Just hit \"Send\".<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sn5XclolkeUlEVLyDBJCKA.jpeg\" alt=\"Email a copy of the approved SLA to the customer\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/sn5XclolkeUlEVLyDBJCKA.jpeg\"> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/F8QgtxUc6-E\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"performance-review-month-1\">\n<h2>Performance review (month 1):<\/h2>\n<\/section>\n<section id=\"review-current-service-requirements\">\n<h2>Review current service requirements<\/h2>\n<div class=\"text-content\">\n<p>To evaluate performance for the first month since the SLA was implemented, first <strong>take a look over the current service requirements<\/strong> as determined when you were creating the agreement.&nbsp;<\/p>\n<h5>Service provider requirements<\/h5>\n<p>{{form.Service_provider's_requirement_#1}}<\/p>\n<p>{{form.Service_provider's_requirement_#2}}<\/p>\n<p>{{form.Service_provider's_requirement_#3}}<\/p>\n<h5>Customer requirements<\/h5>\n<p>{{form.Customer's_requirement_#1}}<\/p>\n<p>{{form.Customer's_requirement_#2}}<\/p>\n<p>{{form.Customer's_requirement_#3}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"evaluate-relevant-metrics-and-other-data\">\n<h2>Evaluate relevant metrics and other data<\/h2>\n<div class=\"text-content\">\n<p>Next, <strong>gather relevant metrics and other data points<\/strong> from the first month. The data gathered will need to be<strong> compared against the requirements and objectives<\/strong> that were initially agreed upon.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Relevant metrics and data (month 1) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-compliance-with-the-sla\">\n<h2>Confirm compliance with the SLA<\/h2>\n<div class=\"text-content\">\n<p>After reviewing the data, <strong>confirm that the current performance level is as expected<\/strong>, and in compliance with the agreement.<\/p>\n<p><strong>If performance is not at the expected level and\/or there needs to be changes made to the agreement<\/strong>, additional tasks need to be completed before the review is complete.<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Is performance in compliance with the SLA requirements? (month 1) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Are there any changes that need to be made to the SLA? (month 1) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"make-necessary-iterations-to-the-sla\">\n<h2>Make necessary iterations to the SLA<\/h2>\n<div class=\"text-content\">\n<p><strong>Note down the changes that need to be made<\/strong> to the agreement.<\/p>\n<p>Once they have been made, <strong>upload the updated document.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Specific changes that need to be made (month 1) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Updated SLA (month 1) <\/label> <\/p>\n<div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"inform-relevant-personnel-of-shortcomings\">\n<h2>Inform relevant personnel of shortcomings<\/h2>\n<div class=\"text-content\">\n<p><strong>Contact the relevant personnel<\/strong> to inform them of the insufficient level of performance.<\/p>\n<p>Both the service provider and customers main contact email address is included below<\/p>\n<p class=\"style-info\"><strong>Service provider main contact: <\/strong>{{form.Email_of_your_company's_main_contact}}<\/p>\n<p><strong>Customer main contact: <\/strong>{{form.Email_of_customer_company's_main_contact}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"performance-review-month-2\">\n<h2>Performance review (month 2):<\/h2>\n<\/section>\n<section id=\"review-current-service-requirements-month-2\">\n<h2>Review current service requirements (month 2)<\/h2>\n<div class=\"text-content\">\n<p>To evaluate performance for the second month since the SLA was implemented, first <strong>take a look over the current service requirements<\/strong> as determined when you were creating the agreement.&nbsp;<\/p>\n<h5>Service provider requirements<\/h5>\n<p>{{form.Service_provider's_requirement_#1}}<\/p>\n<p>{{form.Service_provider's_requirement_#2}}<\/p>\n<p>{{form.Service_provider's_requirement_#3}}<\/p>\n<h5>Customer requirements<\/h5>\n<p>{{form.Customer's_requirement_#1}}<\/p>\n<p>{{form.Customer's_requirement_#2}}<\/p>\n<p>{{form.Customer's_requirement_#3}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"evaluate-relevant-metrics-and-other-data-month-2\">\n<h2>Evaluate relevant metrics and other data (month 2)<\/h2>\n<div class=\"text-content\">\n<p><strong>Gather relevant metrics and other data points<\/strong> from the second month. The data gathered will need to be<strong> compared against the requirements and objectives<\/strong> that were initially agreed upon.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Relevant metrics and data (month 2) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-compliance-with-the-sla-month-2\">\n<h2>Confirm compliance with the SLA (month 2)<\/h2>\n<div class=\"text-content\">\n<p>After reviewing the data, <strong>confirm that the current performance level is as expected<\/strong>, and in compliance with the agreement.<\/p>\n<p><strong>If performance is not at the expected level and\/or there needs to be changes made to the agreement<\/strong>, additional tasks need to be completed before the review is complete.<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Is performance in compliance with the SLA requirements? (month 2) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Are there any changes that need to be made to the SLA? (month 2) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"make-necessary-iterations-to-the-sla-month-2\">\n<h2>Make necessary iterations to the SLA (month 2)<\/h2>\n<div class=\"text-content\">\n<p><strong>Note down the changes that need to be made<\/strong> to the agreement.<\/p>\n<p>Once they have been made, <strong>upload the updated document.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Specific changes that need to be made (month 2) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Updated SLA (month 2) <\/label> <\/p>\n<div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"inform-relevant-personnel-of-shortcomings-month-2\">\n<h2>Inform relevant personnel of shortcomings (month 2)<\/h2>\n<div class=\"text-content\">\n<p><strong>Contact the relevant personnel<\/strong> to inform them of the insufficient level of performance.<\/p>\n<p>Both the service provider and customers main contact email address is included below<\/p>\n<p class=\"style-info\"><strong>Service provider main contact: <\/strong>{{form.Email_of_your_company's_main_contact}}<\/p>\n<p><strong>Customer main contact: <\/strong>{{form.Email_of_customer_company's_main_contact}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"performance-review-month-3\">\n<h2>Performance review (month 3):<\/h2>\n<\/section>\n<section id=\"review-current-service-requirements-month-3\">\n<h2>Review current service requirements (month 3)<\/h2>\n<div class=\"text-content\">\n<p>To evaluate performance for the third month since the SLA was implemented, first <strong>take a look over the current service requirements<\/strong> as determined when you were creating the agreement.&nbsp;<\/p>\n<h5>Service provider requirements<\/h5>\n<p>{{form.Service_provider's_requirement_#1}}<\/p>\n<p>{{form.Service_provider's_requirement_#2}}<\/p>\n<p>{{form.Service_provider's_requirement_#3}}<\/p>\n<h5>Customer requirements<\/h5>\n<p>{{form.Customer's_requirement_#1}}<\/p>\n<p>{{form.Customer's_requirement_#2}}<\/p>\n<p>{{form.Customer's_requirement_#3}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"evaluate-relevant-metrics-and-other-data-month-3\">\n<h2>Evaluate relevant metrics and other data (month 3)<\/h2>\n<div class=\"text-content\">\n<p><strong>Gather relevant metrics and other data points<\/strong> from the third month. The data gathered will need to be<strong> compared against the requirements and objectives<\/strong> that were initially agreed upon, or as they currently stand in the case that any iterations were made after performance reviews conducted in the months prior.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Relevant metrics and data (month 3) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-compliance-with-the-sla-month-3\">\n<h2>Confirm compliance with the SLA (month 3)<\/h2>\n<div class=\"text-content\">\n<p>After reviewing the data, <strong>confirm that the current performance level is as expected<\/strong>, and in compliance with the agreement.<\/p>\n<p><strong>If performance is not at the expected level and\/or there needs to be changes made to the agreement<\/strong>, additional tasks need to be completed before the review is complete.<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Is performance in compliance with the SLA requirements? (month 3) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Are there any changes that need to be made to the SLA? (month 3) <\/label><br \/>\n   <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"make-necessary-iterations-to-the-sla-month-3\">\n<h2>Make necessary iterations to the SLA (month 3)<\/h2>\n<div class=\"text-content\">\n<p><strong>Note down the changes that need to be made<\/strong> to the agreement following the review.<\/p>\n<p>Once they have been made, <strong>upload the updated document.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Specific changes that need to be made (month 3) <\/label><br \/>\n   <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\">\n   <label> Updated SLA (month 3) <\/label> <\/p>\n<div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"inform-relevant-personnel-of-shortcomings-month-3\">\n<h2>Inform relevant personnel of shortcomings (month 3)<\/h2>\n<div class=\"text-content\">\n<p><strong>Contact the relevant personnel<\/strong> to inform them of the insufficient level of performance.<\/p>\n<p>Both the service provider and customers main contact email address is included below<\/p>\n<p class=\"style-info\"><strong>Service provider main contact: <\/strong>{{form.Email_of_your_company's_main_contact}}<\/p>\n<p><strong>Customer main contact: <\/strong>{{form.Email_of_customer_company's_main_contact}}<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"sources\">\n<h2>Sources:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/twitter.com\/Wikipedia\" rel=\"nofollow noopener\" target=\"_blank\">Wikipedia<\/a> - <em><a href=\"https:\/\/en.wikipedia.org\/wiki\/Service-level_agreement\" rel=\"nofollow noopener\" target=\"_blank\">Service-level agreement<\/a><\/em><\/li>\n<li><a href=\"https:\/\/twitter.com\/adam_h_h\" rel=\"nofollow noopener\" target=\"_blank\">Adam Henshall<\/a> - <em><a href=\"https:\/\/www.process.st\/sla-service-level-agreement\/\" rel=\"nofollow noopener\" target=\"_blank\">What is an SLA? How to Use Service-Level Agreements for Success<\/a><\/em><\/li>\n<li><a href=\"https:\/\/twitter.com\/techhelpdirect\" rel=\"nofollow noopener\" target=\"_blank\">TechHelpDirect<\/a> - <em><a href=\"https:\/\/www.techhelpdirect.com.au\/wp-content\/uploads\/2017\/07\/Service-Level-Agreement-1.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Standard (Pay As You Go) &amp; Pre-Paid Support Package Service Level Agreement<\/a><\/em><\/li>\n<li><a href=\"https:\/\/twitter.com\/pandadoc\" rel=\"nofollow noopener\" target=\"_blank\">Panda Doc<\/a> - <em><a href=\"https:\/\/www.pandadoc.com\/service-level-agreement-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Service-Level Agreement<\/a><\/em><\/li>\n<li><a href=\"https:\/\/www.arubacloud.com\/\" rel=\"nofollow noopener\" target=\"_blank\">ArubaCloud<\/a> - <em><a href=\"https:\/\/www.arubacloud.com\/documents\/tc-files\/en\/3_servicelevelagreement.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Service Level Agreement<\/a><\/em><\/li>\n<li><a href=\"https:\/\/twitter.com\/stephanieoverby\" rel=\"nofollow noopener\" target=\"_blank\">Stephanie Overby<\/a>, <a href=\"https:\/\/twitter.com\/lynngr\" rel=\"nofollow noopener\" target=\"_blank\">Lynn Greiner<\/a> and <a href=\"https:\/\/www.linkedin.com\/in\/lauren-gibbons-paul-ab148a\" rel=\"nofollow noopener\" target=\"_blank\">Lauren Gibbons Paul<\/a> -&nbsp;<em><a href=\"https:\/\/www.cio.com\/article\/2438284\/outsourcing-sla-definitions-and-solutions.html\" rel=\"nofollow noopener\" target=\"_blank\">What is an SLA? Best practices for service-level agreements<\/a><\/em><\/li>\n<li><a href=\"https:\/\/unsplash.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/vZJdYl5JVXY\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #1<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/j6brni7fpvs\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #2<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/KdeqA3aTnBY\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #3<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/fMntI8HAAB8\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #4<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/3Mhgvrk4tjM\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #5<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/4V8uMZx8FYA\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #6<\/em><\/a><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/GJao3ZTX9gU\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #7<\/em><\/a><em><\/em><\/li>\n<li><a href=\"https:\/\/unsplash.com\" rel=\"nofollow noopener\" target=\"_blank\">Unsplash<\/a> -<a href=\"https:\/\/unsplash.com\/photos\/F8QgtxUc6-E\" rel=\"nofollow noopener\" target=\"_blank\"><em> Image #8<\/em><\/a><em><\/em><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"related-checklists\">\n<h2>Related checklists:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/service-level-agreement-template-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Service Level Agreement Template Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/cloud-service-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Cloud Service SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/social-media-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Social Media SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/network-services-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Network Services SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/managed-web-hosting-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Managed Web Hosting SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/call-center-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/hr-service-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">HR Service SLA Management Checklist Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/it-service-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">IT Service SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/cloud-service-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Cloud Service SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/social-media-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Social Media SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/network-services-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Network Services SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/managed-web-hosting-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Managed Web Hosting SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/call-center-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/hr-service-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">HR Service SLA Metrics Tracking Process Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/vendor-management-supplier-evaluation\/\" rel=\"nofollow noopener\" target=\"_blank\">Vendor Management: Supplier Evaluation<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/vendor-management-contract-negotiation\/\" rel=\"nofollow noopener\" target=\"_blank\">Vendor Management: Contract Negotiation<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/cash-management-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Cash Management Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/budget-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Small Business Budget Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/financial-plan-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Financial Plan Template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/financial-planning-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Financial Planning Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/financial-audit-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Financial Audit Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/tax-preparation-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Tax Preparation Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/environmental-accounting-internal-audit\/\" rel=\"nofollow noopener\" target=\"_blank\">Environmental Accounting Internal Audit Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/records-disposal-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Records Disposal Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/office-safety-inspection-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Office Safety Inspection Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/office-risk-assessment-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Office Risk Assessment Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/office-conflict-resolution-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Office Conflict Resolution Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employee-discipline-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Discipline Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/employment-termination-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Employment Termination Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/performance-review-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Performance Review Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/budget-preparation-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Budget Preparation Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/facility-inspection-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Facility Inspection Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/forklift-inspection-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Forklift Inspection Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/vehicle-inspection-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Vehicle Inspection Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/warehouse-safety-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Warehouse Safety Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/inventory-management-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Inventory Management Process<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/iso-container-inspection-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">ISO Container Inspection Checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/order-fulfillment-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Order Fulfillment<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/order-processing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Order Processing Checklist<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: A service level agreement (SLA) is a document that creates trust, enforces reliability, and keeps both the supplier and the customer on the same page. Here at Process Street, we created a general Service Level Agreement Template Process to guide you through the process of creating a comprehensive SLA from scratch. Now, we decided [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":22141,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"49","template_description":"Follow this process to create a service level agreement for IT services between you (the supplier) and a customer.","template_id":"pGy31xh_DQXehjCBlUVLyw","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Define who the agreement involves","task_slug_1":"define-who-the-agreement-involves","task_2":"The agreement's purpose:","task_slug_2":"the-agreements-purpose","task_3":"Write down the purpose of the agreement","task_slug_3":"write-down-the-purpose-of-the-agreement","task_4":"The agreement's goal:","task_slug_4":"the-agreements-goal","task_5":"Note the goal of the agreement","task_slug_5":"note-the-goal-of-the-agreement","task_6":"The agreement's 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