Service Level Agreement Template - OLA SL0003 (27 pages)
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Service Level Agreement Template SLA - OLA SL0003 (27 pages)

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Product Code: SL0003
Price: $US 1.00

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
  • Reporting
  • Reviewing and auditing this process
  • Other related procedures

 

 

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Tags: Service Level Agreements, SLA, OLA, ITIL,