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'''<span id="Definition">Definition:</span>''' The <i>Service Level Agreement (SLA)</i> is an agreement between an IT service provider and a customer. The <i>Operational Level Agreement (OLA)</i> is an agreement between an IT service provider and another part of the same organization, governing the delivery of a infrastructure service.

'''ITIL Process''': [[ITIL Service Design]] - [[Service Level Management]]

'''ITIL 4 Practice''': Service level management

'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates|ITIL Templates]]
<p>&nbsp;</p>

__TOC__

===<span id="ITIL SLA OLA">Overview</span>===

[[image:Service-level-agreement-template.png|thumb|400px|right|link=https://wiki.en.it-processmaps.com/index.php/File:Service-level-agreement-template.png|alt=Service Level Agreement (SLA)/ Operational Level Agreement (OLA)]]

<html><span id="md-webpage-description" itemprop="description">The ITIL document types 'Service Level Agreement (SLA)' and 'Operational Level Agreement (OLA)' use identical structures. The following statements on Service Level Agreements are therefore equally applicable to OLAs.</span></html>

There is an important point to consider: When agreeing an SLA, the service provider acts as a provider of services to the business; in the case of an OLA, the agreement is between two parties within the service provider organization.

The ''Service Level Agreement'' extends the service definition from the [[Service Catalogue Management#Service Catalogue|Service Catalogue]], defining detailed service level targets, mutual responsibilities, and other requirements specific to a service provided for a certain (group of) customer(s). It focuses on the definition of requirements from a customer viewpoint.

The SLA document evolves from the [[Service Level Management#SLR|Service Level Requirements]] during the Service Design process.

A multi-level SLA structure is often adopted to avoid duplication and reduce the frequency of updates, as in the following example of a three-level SLA structure:

* Corporate level, covering issues applicable to every customer within a business
* Customer level, covering issues applicable to a particular customer or customer group within a business, regardless of the service being used
* Service level, covering issues applicable to specific services
<br style="clear:both;"/>

==Service Level Agreement - Contents==

''A Service Level Agreement typically contains the following information (actual contents may vary depending on the type of service):''

<p>&nbsp;</p>

====Service name====

====Clearance information (with location and date)====
#	Service Level Manager
#	Customer representative

====Contract duration====
#	Start and end dates
#	Rules regarding renewal and termination of the agreement (if applicable, also rules regarding early termination of the agreement)

====Description/ desired customer outcome====
#	Business justification and benefits
#	Business processes/ activities on the customer side supported by the service
#	Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy without being constrained by location or time")
#	Desired outcome in terms of warranty (example: "High availability required during office hours in locations …")

====Communication between customer and service provider====
#	Responsible contact person on customer side with contact details
#	Designated Business Relationship Manager on service provider side with contact details
#	Service Reporting (contents and intervals of service reports to be produced by the service provider)
#	Procedure for handling exceptions and complaints (e.g. details to be included in formal complaints, agreed response times, escalation procedure)
#	Satisfaction surveys (description of the procedure for measuring customer satisfaction on a regular basis)
#	Service Reviews (description of the procedure for reviewing the service with the customer on a regular basis)

====Service and asset criticality====
#	Identification of business-critical assets connected with the service
##	Vital Business Functions (VBFs) supported by the service
##	Other critical assets used within the service (e.g. certain types of business data)
#	Estimation of the business impact caused by a loss of the service or assets (in monetary terms, or using a classification scheme)

====Service times====
#	Times when the service is required to be available
#	Exceptions (e.g. weekends, public holidays)

====Required types and levels of support====
#	On-site support
##	Area/ locations
##	Types of users
##	Types of infrastructure to be supported
##	Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents) 
#	Remote support
##	Area/ locations
##	Types of users (user groups granted access to the service)
##	Types of infrastructure to be supported
##	Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents) 

====Service level requirements/ targets====
#	Availability targets and commitments
##	Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)
##	Availability targets (exact definition of how the agreed availability levels will be calculated, based on agreed service time and downtime)
##	Reliability targets (required by some customers, usually defined as MTBF (Mean Time Between Failures) or MTBSI (Mean Time Between Service Incidents))
##	Maintainability targets (required by some customers, usually defined as MTRS (Mean Time to Restore Service))
##	Down times for maintenance (number of allowed down times, pre-notification periods) 
##	Restrictions on maintenance, e.g. allowed maintenance windows, seasonal restrictions on maintenance, and procedures to announce planned service interruptions
##	Definitions of Major Incidents as well as Emergency Changes and Releases to resolve urgent issues, including procedures to announce unplanned service interruptions 
##	Requirements regarding availability reporting
#	Capacity/ performance targets and commitments 
##	Required capacity (lower/upper limit) for the service, e.g.
###	Numbers and types of transactions
###	Numbers and types of users
###	Business cycles (daily, weekly) and seasonal variations
##	Response times from applications 
##	Requirements for scalability (assumptions for the medium and long-term increase in workload and service utilization)
##	Requirements regarding capacity and performance reporting
#	Service Continuity commitments (availability of the service in the event of a disaster)
##	Time within which a defined level of service must be re-established
##	Time within which normal service levels must be restored

====Technical standards/ specification of the service interface====
Mandated technical standards and specification of the technical service interface

====Responsibilities====
#	Duties of the service provider
#	Duties of the customer (contract partner for the service)
#	Responsibilities of service users (e.g. with respect to IT security)
#	IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)

====Pricing model====
#	Cost for the service provision
#	Rules for penalties/ charge backs

====Change history====

====List of annexes and references====
(e.g. to to higher-level SLAs on the corporate or customer level which also apply to this agreement)

====Glossary====
(if applicable)

<p>&nbsp;</p>

==Notes==

<html>Is based on: Checklist 'Service Level Agreement (SLA), Operational Level Agreement (OLA)' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>

<p>By:&#160;&#160;Stefan Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>
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