- 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:
Service Level Agreement (SLA) - Office IT Infrastructure
- This SLA outlines the agreed-upon standards and expectations for the delivery of IT services and support for our office infrastructure.
The scope of this SLA includes, but is not limited to, the following areas of our office IT infrastructure:
The scope of this SLA includes, but is not limited to, the following areas of our office IT infrastructure:
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 Availability: 99.9% uptime
Network Response Time: <20 ms
Network Support: 24/7 availability for critical issues
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 and User Support
Helpdesk Availability: 24/7
User Support Response Time: <2 hours for critical issues
System Availability and Uptime
Server Uptime: 99.9%
Planned Downtime: Scheduled during off-peak hours with prior notification
This section outlines the procedures for escalating issues beyond the initial support level, including contact information and response times.
Regular reporting on system performance and adherence to SLA.
Documentation of hardware and software inventory.
Review and Modification
Regular reviews of SLA effectiveness and necessary modifications.
Amendments to SLA require the agreement of both parties.