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Service Level (SLA)

Service Level Agreement (SLA) is a document that contains an agreed to level of service quality.

SLA Structure

  • Service Level Agreement (SLA) Identification of the provided service, the parties involved, and the terms of the agreement
  • Days and hours when the service will be offered, including testing, maintenance and upgrade
  • Number and location of users and/or equipment using the service
  • Description of the issues reporting procedure including conditions of escalation to the next level
  • Description of the change requests procedure
  • Specifications of service quality objectives including:
    • Maximum term for incidents elimination (removal of faults that interfere with work)
    • Maximum term for service issues solving
  • Cost of services, description of charges associated with the service
  • Customer’s responsibility while using the service (training, support of the respective equipment and software configurations)
  • Procedure for resolution of disagreements relating to service provision
  • Process of SLA improvement

SLA. Responsibility

  • SLA includes a list of the responsible employees from the customer’s party together with their rights (request formation, work acceptance, additional services ordering, etc.)
  • SLA includes description of confidentiality levels
  • SLA includes the list of provided reports

SLA. Regulations

  • The list of hardware facilities accepted for maintenance in accordance with the audit performed
  • The list of services accepted for maintenance in accordance with the IT audit performed
  • Description of service availability (downtime per year or per month, the period of availability — 24x7 or 8x5 on weekdays, the total number of outages, planned outages)
  • The list of options and rules for adding new applications, users and services
  • The frequency of routine maintenance (backup, reservation and recovery)
  • Upgrade and update procedures

SLA. Other conditions

  • User data restrictions (for example, absence of viruses)
  • Procedure for introduction of changes in SLA
  • Conditions for SLA termination (transfer of all the data to the customer, assistance in migration, destruction of backups and archives, confidentiality period)

Services per SLA:

  • IT Audit — SLA development, if the contract of IT outsourcing is planned to be concluded
  • IT Outsourcing — in accordance with the SLA.


Contacts: Boris,

Head of Sales Departament


Head of ITSM Departament

E-mail:     itsm@alp.ru

Phone in Russia:+7 (495) 785-51-51
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