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Service Level Agreement (SLA) Checklist
Service Definition
Define the services being provided including clear descriptions of all tasks and processes.
Specify the expected service performance metrics, such as uptime, response time, and throughput.
Detail the responsibilities of both the service provider and the client.
Performance Monitoring and Reporting
Establish clear performance benchmarks and methods for tracking performance.
Outline the reporting frequency and reporting channels to the client.
Agree on a process for logging and addressing service complaints or issues.
Service Management
Identify a dedicated service manager or management team responsible for overseeing SLA fulfillment.
Set up an escalation process for dealing with issues beyond normal operations.
Provide a detailed procedure for adding, modifying, or removing services covered by the SLA.
Security and Compliance
Specify security measures and data protection protocols to be adhered to by the service provider.
Outline the compliance standards relevant to the service and the client's industry.
Determine how security breaches or compliance failures will be handled, including notification procedures.
Pricing and Payment
Detail the pricing structure for services provided, including any variable costs or overage fees.
Define payment terms, schedules, and methods acceptable to both parties.
Clarify conditions under which pricing may be revised and the process for negotiation and agreement on changes.
Service Level Objectives (SLOs)
Specify measurable objectives for service levels that align with business goals.
Detail the process for measuring and evaluating these objectives.
Establish consequences for not meeting service level objectives, such as service credits or penalties.
Dispute Resolution and Conflict Management
Establish a formal process for resolving disputes related to the SLA.
Define the mediation or arbitration methods to be used in case of unresolved conflicts.
Create a timeline for resolving disputes to ensure they are addressed promptly.
Termination and Exit Strategy
Outline the conditions under which the SLA and service provision can be terminated.
Detail the transition services and support for a smooth exit process.
Specify any obligations for the service provider post-termination, such as data return or destruction.
