SLA
INFORMATION
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The Service Level Agreement Zone
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Typical Service Level Agreement Contents:

Services Delivered
Performance
Problem Management
Customer Duties
Warranties & Remedies
Security
Disaster Recovery
Termination



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KEY RESOURCE

The SLA Toolkit

A collection of items to help you create a Service Level Agreement more easily. It includes: a full template, a comprehensive guide, a training presentation, an audit checklist for existing agreements, etc






OTHER SITES:
FindLaw
Service Level Agreements
ITIL
ITIL Toolkit

ITIL

THE RELATIONSHIP WITH ITIL
The ITIL, the IT Infrastructure Library, is a series of documents that are used to aid the implementation of a framework for IT Service Management. It is growing strongly, as more organizations embrace the need to formalize service delivery and support.

One of the key disciplines is Service Level magement of which the need for service level agreements is a constituent part.

For more information on ITIL, see: ITIL and ITSM World


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