Hardware Service Level Agreement Template

Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. For example, you can find additional SLA templates and examples here: as information about planning or project work, we can, upon request, provide asset information for managed computers. We collect hardware and software asset data from managed computers that have BigFix installed. The purpose of the ITS is to assign and validate incidents and service requests in the ITS/SLA Campus, as defined. An incident is any interruption to the normal operation of a service or system. Divisions and units are responsible for all planned and unforeseen costs for the exchange of computer hardware and software, including shipping, cables, peripherals and locking devices. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider other topics to which you can add agreements, for example.B.: See ITS and Campus SLA for standard methods of contacting ITS for the service. The following requirements apply to customers who receive this service. Although your SLA is a documented agreement, it doesn`t have to be long or overly complicated.

It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers for perceived gaps. Since unforeseen cases are inevitable, you can re-examine and optimize AA if necessary. Before subscribing to an IT department, the SLA must be carefully evaluated and designed to achieve maximum service value from the perspective of end users and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations. IT support is provided without direct recharging for services. A small portion of office support services is funded by the Information User Assessment (UI) billed to each department. Some services have options with specific software costs: The Designated Review Owner (“Document Owner”) is responsible for allowing periodic checks of this document. The content of this document may be amended if necessary, provided that the main actors are mutually agreed and communicated to all parties concerned. The document holder will include all subsequent revisions and, if necessary, request reciprocal agreements/authorizations. Next verification date: July 1, 2021 The service coverage described in this agreement by the [service provider] follows the schedule below: The first contact response time to incidents and service requests, including response times for standard desktop support, is published on the ITS Service & System Metrics website. Add a definition and short terms of description used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts….