Service Level Agreement Template SLA - OLA SL0003 (27 pages)
A template to assist with the development of Operational Level Agreements .
The purpose of this document is to identify the protocols for communication, responsibilities and call routing between the Service Desk and << Resolver Team Name>> to support the Incident Management process.
To ensure that all cases are recorded, actioned and tracked. The communication between all parties needs to be defined. This document outlines the following;
- Incident Management overview
- Resolver group description
- Services provided
- Hours of coverage
- Incident Management process flow
- Service levels
- Escalations and contact details
- Reviewing and auditing this process
- Other related procedures
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