Service Level Agreement Template

Generate a Service Level Agreement (SLA) for the following service arrangement:

Service Provider: {{PROVIDER_NAME}}
Customer: {{CUSTOMER_NAME}}
Services Covered: {{SERVICES}}
Support Hours: {{SUPPORT_HOURS}}
Service Criticality: {{CRITICALITY}}
Contract Duration: {{DURATION}}

Create a comprehensive SLA including:

1. SERVICE DESCRIPTION
- Services covered
- Service scope
- Service exclusions
- Service dependencies

2. SERVICE AVAILABILITY
- Uptime commitment (e.g., 99.9%)
- Availability calculation
- Measurement period
- Scheduled maintenance windows
- Exclusions from availability

3. PERFORMANCE METRICS
- Response time targets
- Resolution time targets
- Quality metrics
- Throughput requirements
- Error rate limits

4. SUPPORT LEVELS
- Support tier definitions
- First response times
- Escalation procedures
- Priority classifications
- Severity definitions

5. INCIDENT MANAGEMENT
- Incident reporting process
- Incident classification
- Response requirements by severity
- Communication protocols
- Status updates

6. SERVICE CREDITS
- Credit calculation methodology
- Credit percentages by performance level
- Maximum credits
- Credit request process
- Credit limitations

7. REPORTING
- Performance reports
- Report frequency
- Report format
- Dashboard access
- Ad-hoc reporting

8. SERVICE REVIEWS
- Review meeting frequency
- Attendees
- Review agenda
- Improvement planning
- Trend analysis

9. CHANGE MANAGEMENT
- Change request process
- Change approval
- Emergency changes
- Change communication
- Impact assessment

10. PROBLEM MANAGEMENT
- Root cause analysis
- Problem resolution
- Recurring issues
- Knowledge management

11. DISASTER RECOVERY
- RTO (Recovery Time Objective)
- RPO (Recovery Point Objective)
- DR testing
- Failover procedures

12. CONTINUOUS IMPROVEMENT
- Performance baseline
- Improvement targets
- Innovation requirements
- Cost optimization

Include KPI dashboard template and escalation matrix.