IT Consultancy Services

  • Creating an SLA (Service Level Agreement) for your office IT infrastructure is a crucial step in establishing clear expectations and accountability for IT services. Here’s an example of a high-level overview of an IT infrastructure SLA:
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Service Level Agreement (SLA) - Office IT Infrastructure

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  • This SLA outlines the agreed-upon standards and expectations for the delivery of IT services and support for our office infrastructure.

Service Scope

The scope of this SLA includes, but is not limited to, the following areas of our office IT infrastructure:

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Service Scope

The scope of this SLA includes, but is not limited to, the following areas of our office IT infrastructure:

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  • Signatures of both the IT service provider and the client, indicating their agreement to the terms outlined in this SLA.

  • This is a general template for an office IT infrastructure SLA. It’s essential to customize it to meet your specific needs and to ensure that it aligns with the services and expectations of both parties involved. The SLA should be a living document that is regularly reviewed and updated as needed to reflect changing technology and business requirements.

Network services

Network Availability: 99.9% uptime

Network Response Time: <20 ms

Network Support: 24/7 availability for critical issues

H&S Solution

Hardware and software support

Hardware Repair/Replacement: Within 4 hours for critical equipment

Software Updates and Patching: Regularly scheduled updates

End-User Support Response Time: <4 hours for non-critical issues


Data Security and Backup

Data Backup Frequency: Daily backups with offsite storage

Data Recovery Time: <4 hours for critical data

Data Security: Compliance with industry standards and regulations

Helpdesk User Support

Helpdesk and User Support
Helpdesk Availability: 24/7

User Support Response Time: <2 hours for critical issues

System Availability

System Availability and Uptime

Server Uptime: 99.9%

Planned Downtime: Scheduled during off-peak hours with prior notification

Escalation Procedures

This section outlines the procedures for escalating issues beyond the initial support level, including contact information and response times.

Reporting and Documentation

Regular reporting on system performance and adherence to SLA.

Documentation of hardware and software inventory.

Review Modification

Review and Modification
Regular reviews of SLA effectiveness and necessary modifications.

Amendments to SLA require the agreement of both parties.