Basics to write SLA- Module 1

What is an SLA?

• A written agreement between a service provider and a customer that specifies the services required and the level of service expected.

• A document that outlines the penalties for not meeting service levels.

• A guideline for creating service specifications.

• A contract that is not subject to change.

What should be included in the first page of the SLA document?

• Version details, document change history, and document approvals.

• A summary of the services provided.

• The contact information of the service provider.

• A list of all the customers.

What are the four elements that must be included in the SLA introduction?

• Agreement overview, definitions, conventions, acronyms, and abbreviations.

• Service levels, KPIs, and metrics.

• Contractual parameters and service credits.

• Review frequency and monitoring.

What is the purpose of the SLA?

• To specify the SaaS service requirements.

• To outline the penalties for service failures.

• To provide a list of all services offered.

• To define the roles of the customer only.

What should the policies and scope of the SLA contract define?

• Application, renewal, modification, exclusion, limitations, and termination.

• Only the renewal process.

• The penalties for service failures.

• The contact details of the service provider.

What are the principles for specifying service level agreements?

• Business requirements should serve as the foundation for service levels.

• Service levels should be based on customer preferences only.

• Service levels should not change over time.

• Service levels should be vague to allow flexibility.