Service Level Agreement Template SLA SL0001 (52 pages)
A document defining the Service Levels for an Outsourced or Shared Services organisation.
The purpose of this document to describe in detail the Service Level’s applicable to SHARED SERVICES services as specified in the SHARED SERVICES Business Service Catalog.
This document aims to cover the important aspects of the service levels which apply and provide definitions in terms that are easy to understand and reference. In addition, it will cover important information such as service level governance, continuous improvement, and service level relief events.
The target audience for this document includes the customer CIO teams, customer support staff, business application owners, and SHARED SERVICES customer facing support teams.
Useful link (Outsourcing Center) Ten Key questions for developing Service Level Agreements
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