Service Level Agreement (SLA) Guidance Notes

Service Level Agreement (SLA)

Guidance Notes

Service Level Agreement (SLA)

Guidance Notes

1. What is a Service Level Agreement (SLA)?

1.1 A Service Level Agreement (SLA) is a written agreement between a service

provider and the service users that states the minimum level or quality of

service the user requires to meet their business needs. For example an IT

SLA would state the level of IT support that users need to carry out their work.

1.2 An SLA also includes the information or level of cooperation the service

requires from its service users in order to provide quality support or

assistance.

1.3 SLAs will state how service levels and/or quality is measured and monitored

and how issues can be put right if things go off track.

1.4 Primarily, an SLA will be used to firm up the protocols between internal

services. Where the Bar Council provides a service to the Bar Standards

Board, an SLA can provide further assurance that the regulatory functions are

carried out free from representative control or influence.

2. Why do I need an SLA?

2.1 SLAs help to improve and maintain service level performance which assists

the business in meeting its strategic aims and objectives.

2.2 They provide the basis for measuring the efficiency and effectiveness of a

service and whether it is cost effective. It also helps to monitor demand for a

service and can encourage developments in line with users needs.

2.3 SLAs assist service users in planning the services they require to carry out

their work and also clarifies expectations of both the service and the user.

3. Who should draw up an SLA?

3.1 Both parties should have an involvement in drawing up an SLA. Typically the

Service Manager/Team leader will complete the service’s side of the

agreement, and a service user / group of users will complete their part of the

document.

3.2 SLAs should not be completed without in depth discussions around the

service expectations from both parties, what should happen if levels of

service fall below the agreed standard and how disputes should be resolved.

4. How do I draw up an SLA?

4.1 Once a verbal agreement has been met, a template is provided for you to

complete below. It outlines all the necessary areas to consider and each

section should be completed.

4.2 In the template, describe why service performance levels are important and

why providing the right information at the right time is essential in supporting

good service delivery.

4.3 Try and be specific and realistic when detailing the levels of service required

and provide SMART targets (Specific, Measurable, Achievable, Realistic,

Time-bound).

4.4 Do not make the monitoring arrangements too onerous but ensure that it is

given the right level of priority. Provide reassurance that performance

measurements will be accurate and timely. Think about what should happen if

targets are met or not met and record this in the Dispute Resolution section

(K).

4.5 If you have any issues with drawing up an SLA then speak to your line

manager in the first instance or approach the BSB Business Manager for

further advice and guidance.

5. What if I need to change an existing SLA?

5.1 The first draft may not be perfect, so you should pilot the scheme for an

agreed trial period. You should then discuss the appropriate amendments and

these can be documented on the front of the SLA template.

5.2 It is good practice to set a review date to check that the agreement is still

meeting the business’ needs and is reflecting the way that the service is

delivered; this can be completed annually.

5.3 On occasions a business need may arise that is not catered for in the

agreement, or some of the performance measurements require reviewing.

Both parties must concur with the changes, which should then be recorded

and the document amended accordingly.

5.4 You may foresee changes to the business that will affect the areas covered in

the SLA but do not warrant a full amendment to the agreement. For example,

the service provider may be implementing some major developments which

could affect service delivery, or the number of service users could increase

due to influx of staff to cover additional work. The lead officers should consult

with the service users and the service providers to ensure that the service can

still be provided to an acceptable level. You may wish to append the SLA with

a note of the discussions.

SLA Template

A) Date and version history

Version Date

eg IT Service Level Agreement Version 0.1

First draft of the agreement prior to pilot

31 August 2010

eg IT Service Level Agreement Version 1.1

First live version following the amendments made after the pilot

31 October 2010

B) Parties Involved and Lead Officers

Service Provider Lead Officer

eg Information Technology team, Central Services, Bar Council Ben Denison, Chief

Information Officer

Service Users Lead Officer

eg All staff members at the Bar Standards Board, who use

desktop computers, phones and printers

Mandie Lavin, Director

C) Overview of the agreement

How this agreement will meet the businesses needs

eg The staff at the Bar Standards Board (60 users) requires IT equipment to support the day

to day business and in delivering the objectives set out in the business plan. All IT

requirements such as desktop computers, phones, printers and software will be provided

and supported by the IT section, and where necessary training will be given to services

users, and faults/issues will be investigated and resolved.

D) Requirements

What is required by the service user

IT Strategy document drawn up in consultation with BSB users

New computer installation

Training on software

Software updates to be carried out

Spyware, firewall and network security in place

Trained engineers to answer and investigate fault calls

What is required by the service provider

Reasonable notice period for service requests

To be advised of any major changes to the business’s needs

Adherence to the IT acceptable use policy

E) Length of agreement and review date

Length of Agreement Review Date

eg There is no end date for this SLA however it will be reviewed

annually

31 August 2011

F) Specifications

Level of Service Target

eg Solve faults and issues as quickly as possible 5 hours from fault call to

resolution

eg Meet deadlines regarding requests for new equipment 95% deadlines met

G) Quality

Level of Service Target

eg Users satisfied with the levels of service provided 90% satisfaction

eg Computer equipment works without issues 6 issues logged per wk

H) Timing

Requests for service Time frame

eg Users, when requesting new IT equipment, should give a

reasonable amount of notice

Minimum 5 days notice

I) Availability of Service

When can you contact us Hours

eg You can contact us during normal office hours 9.00am – 17.30pm

Monday to Friday

eg There will be limited service outside of office hours Weekends and Bank

Holidays

eg In an emergency (servers are down) we can be contacted 24

on 07796 541230

24hrs

J) Performance monitoring and reporting

Measures Reported to

eg Measures detailed in F) G) and H) published on a quarterly

basis. Information will be collected from User requests and a

quarterly report set up for each measure.

Director of Central

Services, BSB

Management Team

K) Dispute resolution

First Steps Responsibility

eg The Chief Information Officer and the Service users should

initially look at resolving any disputes, particularly to see if the

SLA has been adhered to (targets and requirements met/not

met), and whether it needs reviewing.

Chief Information Officer

/ Service users

Second Steps Responsibility

eg If the issues cannot be resolved locally, then they should be

raised either with the BSB Director or with the Director of Central

Services.

Director of Central

Services, BSB Director

L) Signatures

Name and Job Title Signature and Date

eg Ben Denison, Chief Information Officer Squiggle, 26/07/10