SLA violations The service provider commits to inform the customer, if this SLA is violated or violation is anticipated. The following rules are agreed for communication in the event of SLA violation: [Rules for dealing with SLA violations] Escalation & complaints For escalation and complaints, the defined service provider contact point shall be used, and the following rules apply: [Rules for escalation and complaints] Information security & data protection The following rules for information security and data protection apply: [Rules for information security and data protection] Additional responsibilities of the service provider [List and specification of any additional responsibilities or liabilities of the service provider] Customer responsibilities [List and specification of any specific customer responsibilities] Review There will be reviews of the service performance against service level targets and of this SLA at planned intervals with the customer according to the following rules: [Rules (including frequency) for service reviews with the customer] Glossary of terms For the purpose of this SLA, the following terms and definitions apply: [List of terms and definitions and / or reference to an external glossary] Document control Document ID [Unique document identifier] Document title SLA on [service] Definitive storage location [Storage location, e.g. URL of the file on a server or document management system] Document owner [Name of the person primarily responsible for maintaining and reviewing this document] Version [Version] Last date of change [Date] Next review due date [Date]
SLA violations The service provider commits to inform the customer, if this SLA is violated or violation is anticipated. The following rules are agreed for communication in the event of SLA violation: [Rules for dealing with SLA violations] Escalation & complaints For escalation and complaints, the defined service provider contact point shall be used, and the following rules apply: [Rules for escalation and complaints] Information security & data protection The following rules for information security and data protection apply: [Rules for information security and data protection] Additional responsibilities of the service provider [List and specification of any additional responsibilities or liabilities of the service provider] Customer responsibilities [List and specification of any specific customer responsibilities] Review There will be reviews of the service performance against service level targets and of this SLA at planned intervals with the customer according to the following rules: [Rules (including frequency) for service reviews with the customer] Glossary of terms For the purpose of this SLA, the following terms and definitions apply: [List of terms and definitions and / or reference to an external glossary] Document control Document ID [Unique document identifier] Document title SLA on [service] Definitive storage location [Storage location, e.g. URL of the file on a server or document management system] Document owner [Name of the person primarily responsible for maintaining and reviewing this document] Version [Version] Last date of change [Date] Next review due date [Date]
FitSM_Template_SLA_1.0.docx