Service Level Agreement Template

by Rajeshwari Kumar


A Service Level Agreement (SLA) Template in IT Governance is a standardised and comprehensive agreement that defines the terms, expectations, and commitments of a service provider and its customers or stakeholders. This template serves as the foundational agreement, including the scope of services, performance metrics, both parties' responsibilities, and methods for issue resolution and escalation. It is critical for aligning IT services with business objectives, ensuring clarity, accountability, and openness. SLA templates promote better communication, increase service quality, and provide a framework for continual review and improvement in the field of IT governance by setting measurable criteria and benchmarks.

Service Level Agreement TemplatePurpose Of Service Level Agreement Template 

A Service Level Agreement (SLA) template is an important part of IT governance because it creates a legal and written agreement between service providers and their clients or users. The fundamental goal of a SLA in IT governance is to define and convey the expected levels of service quality, performance, and availability for the IT services offered. This document serves as a contractual commitment, outlining particular KPIs, responsibilities, and expectations, ensuring that users understand what they may anticipate and what the IT department is responsible for in terms of service delivery.

Implementing The Service Level Agreement Template

Step 1: Define Clear Objectives and Scope

  • Clearly define the SLA's objectives, including the services covered, expected performance standards, and the scope of duties for both the service provider (IT team) and the service recipient (users or other departments).
  • Ensure that the SLA is consistent with the overall business goals and IT strategy, reflecting the organization's needs and priorities.

    Step 2: Identify Key Performance Indicators (KPIs) and Metrics

    • Define explicit, measurable, and relevant KPIs that correspond to the service levels specified in the SLA. Common measurements include response and resolution times, system availability, and mistake rates.
    • Set benchmarks for each indicator to serve as a foundation for performance evaluation and ongoing improvement.

      Step 3: Establish Reporting and Monitoring Mechanisms

      • Set up a reliable system for monitoring and reporting on the given KPIs. This could include the usage of monitoring technologies, regular performance reports, and dashboards that provide real-time insight into service levels.
      • Establish a frequent review procedure to assess performance data, detect patterns or anomalies, and make any necessary changes to ensure SLA compliance.

        Step 4: Communication and Training

        • Communicate the SLA to all key stakeholders, including as users, IT teams, and management. Ensure that all parties understand the SLA's terms, expectations, and implications.
        • Provide training to staff who deliver or use the SLA-covered services, emphasising the necessity of adhering to agreed-upon service levels and procedures.

          Step 5: Establish Escalation Procedures

          • Establish explicit escalation pathways for any concerns that happen during service delivery. This guarantees that issues are resolved quickly and that necessary action is taken to meet SLA standards.
          • Include information about how and when escalations should take place, as well as the roles and duties for each level of escalation.

            Step 6: Regular Review and Continuous Improvement

            • Conduct regular assessments of the SLA with stakeholders to determine its efficacy and relevance.
            • Use feedback and performance data to identify areas for improvement, update benchmarks, and fine-tune the SLA to better reflect evolving business requirements and technology improvements.
            Service Level Agreement Template

            Benefits Of Using A Service Level Agreement Template

            1. Clarity and Understanding: Clarity and Understanding: An SLA template is a standardised and recorded agreement that clearly defines the expectations, roles, and duties of both the service provider and the service recipient.  

            2. Improved Communication: The SLA is a communication tool that promotes transparency between the IT department and stakeholders. 

            3. Accountability and Performance Measurement: The SLA template contains particular Key Performance Indicators (KPIs) and metrics for measuring service performance. 

            4. Risk Mitigation: SLA templates frequently incorporate procedures for issue resolution and escalation pathways. This helps to address problems quickly and efficiently, reducing the impact on service quality and consumer pleasure.

            5. Efficient Resource Allocation: Understanding service requirements and expected performance levels allows IT teams to properly allocate resources to meet demand.

            6. Continuous Improvement: The SLA sets up a framework for periodical reviews and performance evaluations. The feedback from these reviews can be utilised to identify areas for improvement, refine service delivery methods, and improve the overall quality of IT services.


              The Service Level Agreement (SLA) template is an essential tool for IT governance, establishing a collaborative and transparent relationship between service providers and recipients. The Service Level Agreement (SLA) serves as a model for good service delivery by encapsulating explicit expectations, defining responsibilities, and establishing measurable indicators. There are numerous benefits, including improved communication, accountability, and performance monitoring. The SLA template prevents misunderstandings and provides legal protection through full documenting of service terms and conditions.