# Service Level Agreement (SLA) Template

A plain-language agreement between a service provider and its customers.
Fill one per service. Review at least twice a year.

## 1. Service description

| | |
|---|---|
| **Service name** | Work email |
| **Provider** | IT operations team |
| **Customers** | All staff |
| **Purpose (one sentence)** | Reliable company email so staff can communicate with colleagues and clients. |

## 2. Service hours

- Available 24/7; supported Monday–Friday, 08:00–18:00.

## 3. Targets (what "good" means, measured monthly)

| Metric | Target |
|---|---|
| Availability | 99.5% per month |
| Critical incident response (P1) | within 30 minutes |
| Standard request fulfilment (e.g. new mailbox) | within 2 business days |
| Customer satisfaction (CSAT) | at least 4.2 / 5 |

## 4. What's NOT covered

- Personal email accounts; email client setup on personal phones (best effort only).

## 5. Reporting

- Monthly one-page report: availability, incidents by priority, CSAT, requests on time.
- Reviewed quarterly with the customer representative.

## 6. Escalation

1. Service desk → 2. Service owner → 3. IT manager → 4. Steering meeting.

## 7. Review

- Reviewed every 6 months, or after any major service change.
- Signed: ____________ (provider)  ____________ (customer)  Date: __________