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Service Level Agreement (SLA) Example

PostedNovember 15, 2024
UpdatedNovember 15, 2024
ByKevin McCaffrey

Date: November 6, 2024
Author: Kevin McCaffrey, Operations Manager at TechPro Solutions

1. Introduction

This Service Level Agreement (SLA) outlines the expectations and commitments for the performance, availability, and support of internal services at TechPro Solutions. The SLA defines the standards that operations and support teams must meet to ensure reliable and efficient service delivery to internal stakeholders, including business units, development teams, and operations teams.

2. Scope

This SLA applies to the following critical services and systems:

  • Internal Reporting Systems: Used by the Sales and Marketing teams for real-time performance data.
  • CI/CD Pipelines: Essential for Development teams to deploy features and updates.
  • Incident Management System: Utilized by Operations to track and resolve system incidents.
  • Infrastructure Services: Underlying resources that support application deployment and system stability.

3. Performance and Availability Targets

3.1. Service Uptime

  • Reporting Systems: 99.9% uptime, measured monthly.
  • CI/CD Pipelines: 99.5% uptime, measured monthly.
  • Incident Management System: 99.9% uptime, measured monthly.
  • Infrastructure Services: 99.9% uptime, measured quarterly.

Planned Downtime: Scheduled maintenance windows will be communicated at least 48 hours in advance and should not exceed 2 hours per occurrence.

4. Response and Resolution Times

4.1. Incident Classification

  • Critical: System-wide outages or severe performance degradation impacting multiple teams or services.
  • High: Major functionality is disrupted, but a workaround is available.
  • Medium: Minor functionality issues or degraded performance with no significant impact.
  • Low: General issues or requests that do not significantly impact operations.

4.2. Response Times

  • Critical: Initial response within 15 minutes, resolution within 2 hours.
  • High: Initial response within 1 hour, resolution within 4 hours.
  • Medium: Initial response within 4 hours, resolution within 1 business day.
  • Low: Initial response within 1 business day, resolution within 3 business days.

5. Service Request Handling

Requests for service or support should be made through the internal ticketing system. Each request will be assigned a priority based on the impact and urgency. The Operations team will triage and allocate resources accordingly.

6. Performance Metrics and Monitoring

  • Uptime Monitoring: Automated monitoring tools will track service availability. Any breaches of uptime targets will be documented and reviewed monthly.
  • Incident Metrics: Mean Time to Resolution (MTTR) and Mean Time to Acknowledge (MTTA) will be measured and analyzed to identify areas for improvement.
  • Deployment Metrics: Deployment frequency and deployment lead time for the CI/CD pipeline will be monitored to ensure efficiency.

7. Escalation Procedures

If a service issue is not resolved within the designated resolution time, it will be escalated as follows:

  1. Step 1: Notify the Operations Manager if the resolution is not on track within 50% of the allotted time.
  2. Step 2: Escalate to the Engineering Manager if the issue remains unresolved after the initial escalation.
  3. Step 3: Engage senior leadership if the problem persists beyond the secondary escalation window.

8. Reporting and Review

  • Monthly SLA Review Meetings: A review of service performance, including uptime, incident response, and resolution times, will be conducted with key stakeholders.
  • Quarterly Service Reviews: Detailed analysis of performance metrics, service trends, and opportunities for improvement will be presented.

9. Penalties and Remedies

If the agreed service levels are not met, TechPro Solutions will take the following corrective actions:

  • Performance Credit: If service uptime falls below the agreed threshold, internal teams may receive performance credits for the affected service period.
  • Root Cause Analysis: A detailed analysis will be performed for any major incident, with a report provided to stakeholders within 3 business days.

10. Changes to SLA

This SLA is subject to review and modification as needed to adapt to changing business and operational requirements. Any changes must be approved by the Operations Manager and communicated to all affected stakeholders at least 30 days in advance.

11. Stakeholder Responsibilities

Business Units:

  • Provide timely and accurate information about service needs and priorities.
  • Participate in SLA review meetings and provide feedback.

Development Teams:

  • Communicate any deployment-related issues that may impact service performance.
  • Collaborate with Operations to ensure efficient CI/CD processes.

Operations Team:

  • Maintain and monitor all critical systems and services.
  • Ensure timely incident response and resolution.

12. Contact Information

Primary Contact: Kevin McCaffrey, Operations Manager
Email: kevin.mccaffrey@techprosolutions.com
Phone: (555) 123-4567

This SLA ensures that TechPro Solutions’ internal services are reliable and effectively support business operations, while providing clear expectations and responsibilities for all involved teams.

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