SLA’s are developed for specific IT organization and business customer combinations. Different combinations require different services and performance levels. Job Object consider these combinations carefully when developing an SLA because they can significantly alter the scope and content. For example, an infrastructure network support SLA would be different from a software application support SLA. The basic structure of the SLA would be the same but specific services being provided and performance goals would be different.
One of the most difficult issues in developing an SLA is: What do I put in one? The below brief Service Level Agreement(SLA) structure will provide a good starting point.
When developing SLA’s it is easy to confuse the difference between the terms SLA, SLG and SIG.
A definition which helped our customers to understand is that an “SLA” is the overall service level agreement which not only describes the services being delivered but also contains Service Level Goals (SLG) and Service Improvement Goals (SIG) which represent service performance goals required by the business customer. Both SLG’s and SIG’s are discussed in greater detail with the new and existing customers.