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Service Level Agreement

How to Write a SLA

It's a good idea for service providers to have SLA with each other and with their clients. To get an overview of how to write a Service Level Agreement, read the article. 

 To ensure that everything is clear when we do business with other companies, their customers, and even each other, many businesses use service level agreement (SLA). 

You may come across these agreements and even make them part of your job. Understanding how to write an SLA agreement can help you write effective agreements for your own company.

An SLA is an agreement between two or more people about how to do something.

This is important before you learn how to write an SLA. An SLA, or service level agreement, is a document that both the service provider and the recipient agree to. 

It lays out the type and level of service that will be provided. The specifics of these agreements change depending on the industry, company, and service they are for.


A standard SLA includes a description of the service, how that service will be provided, how the service will be evaluated, and what could happen if the service provider or recipient doesn’t keep their end of the deal. 

SLA documents usually deal with businesses and the vendors they hire to do work for them. They can also be used in a relationship between a business and a customer or between different parts of the same business.

How to Write an SLA in 10 Easy Steps 

These steps are for writing your own SLA.

Step 1: Take a Look at your Current Service Levels

Begin by making sure you know what services are already being used and how well they’re being delivered. 

In the beginning, when you start using an SLA agreement, think about your current service situation to help you figure out how to set goals and standards for different service types and types of service. Consider doing this for each vendor for which you might need to write an SLA before you do so.

Step 2: Decide What You Want to Do

Take a look at your current level of service with current contractors and think about what level of service you want from new contractors. 

You should figure out what needs to be done if the level of service you want is higher than what is currently available. Check to make sure that the service provider is clearly named in your final SLA agreement before you sign it. 

Step 3: Decide what Kind of Contract You Want to Make

Next, think about a format for your SLA that will help you meet the goals you’ve set for yourself. If you work for a company, you might use the same SLA service template for every vendor agreement. 

If so, think about how you could use that template to meet your needs. Other companies might make their SLA documents unique for each company or person they work with. When you need to choose a format, think very carefully about which one will work best for you. 

You should think about what kinds of information you might need to include, how long you want your SLA to be, and other things that can help you structure it. If it’s important, talk to a lawyer or other expert about any legal language or implications in your SLA service level agreement.

Step 4: Find out the Level of Service

After you’ve looked at your current service situation and thought about what you want to do in the future, figure out how much service you need to do that. 

This could include things like when the service is going to be done, how big or small it is, and why it’s there. Some companies also give an overview of what could happen if service was delayed or cut off.

Step 5: Describe the Terms of the Agreement

Next, explain what each party is supposed to do under the service level agreement. This might include the service provider’s responsibilities, the length of the agreement, and any important exceptions to these terms. When you write up your SLA, you might also talk about what the other party should expect, if there are any.

Step 6: Make Sure You Know What You Should Do

When you know the scope of the service, the level at which it should be provided, and any other specific terms of your agreement, think about adding metrics for measuring performance. 

A lot of companies have very clear definitions for different levels of service, like what kind of service must be done and what kind of service is acceptable or even great. Key performance indicators (KPIs) may be linked to the SLA expectations of the company that hired them.

Step 7: Outline what You Expect to Get Paid

It’s important to include any parts of your SLA that might change the financial details of the main contract in your document. Make sure to talk about any possible exceptions to your service level agreement and the fees that go with them, too!

Step 8: Add Appendices if it is Needed

People and businesses can sometimes have terms or information in their SLAs that aren’t the same all over the world. When you write your SLA, it can be helpful to add acceptable definitions of these terms to an appendix. 

Some companies also use an appendix to set prices if the financial details of the service level agreement might be different from what the company says in the agreement.

Step 9: Make Changes and Revise your Work

As soon as you finish writing a draft of your service level agreement, it’s important to check it over for things you want to change or add and for words that are clear. Sometimes, the language in an SLA service might be set by the company. 

If so, make sure these sections are in the right order and in the right places. If you’ve written the document on your own, make sure it’s free of mistakes as well because technically correct writing can show professionalism and authority.

STEP 10: Get the Permissions you Need

The goal of an SLA service is to set up a deal between a company and a vendor or individual, or between departments. Because of this, it is important to finish the process by getting any necessary approvals from the people involved. It’s important to follow company policy when changing your service level agreement (SLA).

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