SLA: Service Level Agreement

Document Type

Code: SLA
Name: Service Level Agreement
Domain: Operations & Execution

Abstract

This specification defines the Service Level Agreement document type within the BSpec 1.0 Universal Business Specification Standard. It establishes normative requirements, structured templates, and implementation guidance for organizations documenting service level agreement within the operations-execution domain. This specification enables systematic, machine-readable documentation that supports strategic planning, operational execution, and organizational alignment.

Purpose and Scope

The Service Level Agreement defines systematic approaches to establishing, measuring, and managing service level commitments that ensure consistent service delivery and customer satisfaction. It establishes performance frameworks that optimize service quality and accountability.

Document Metadata Schema

yaml

---
id: SLA-{service-name}
title: "SLA — {Service Name}"
type: SLA
status: Draft|Review|Approved|Active|Deprecated
version: 1.0.0
owner: SLA-Owner|Service-Team
stakeholders: [operations-team, customer-success-team, quality-team, business-team]
domain: operations
priority: Critical|High|Medium|Low
scope: service-level-management
horizon: operational
visibility: internal

depends_on: [SVC-*, PRO-*, CAP-*, PER-*]
enables: [QUA-*, CUS-*, SUP-*, MON-*]

sla_type: Customer|Internal|Partner|Vendor
service_criticality: Critical|Important|Standard|Basic
measurement_period: Real-time|Hourly|Daily|Weekly|Monthly
enforcement_level: Contractual|Operational|Aspirational

success_criteria:
  - "Service levels consistently meet or exceed commitments"
  - "SLA performance is accurately measured and reported"
  - "Service quality drives customer satisfaction"
  - "SLA management enables continuous improvement"

assumptions:
  - "Service level requirements are clearly defined and validated"
  - "Measurement systems provide accurate and timely data"
  - "Service delivery capabilities support SLA commitments"

constraints: [Technology and resource constraints]
standards: [Service management and quality standards]
review_cycle: monthly
---

Content Structure Template

markdown

# SLA — {Service Name}

## SLA Overview
**Purpose:** {Why this SLA exists}
**Parties:** {Who is bound by this SLA}
**Service Scope:** {What services are covered}
**Business Context:** {Business importance of these service levels}

## Service Definition

### Service Description
- **Service Name:** {Clear, descriptive service name}
- **Service Description:** {Detailed description of what service provides}
- **Service Components:** {Key components or features of service}
- **Service Boundaries:** {What is included and excluded from service}

### Service Classification
- **Service Type:** {Infrastructure, application, business service}
- **Service Criticality:** {Critical, important, standard, basic}
- **Customer Impact:** {Impact on customers if service is unavailable}
- **Business Impact:** {Impact on business operations}

### Service Availability
- **Service Hours:** {When service is available}
  - **Standard Hours:** {Normal business hours}
  - **Extended Hours:** {Extended availability periods}
  - **24x7 Services:** {Always-available services}
  - **Maintenance Windows:** {Planned maintenance periods}

### Service Users
- **Primary Users:** {Main users of the service}
- **Secondary Users:** {Occasional or indirect users}
- **User Locations:** {Geographic distribution of users}
- **Usage Patterns:** {How and when service is typically used}

## Service Level Commitments

### Availability Commitments
- **Availability Target:** {Percentage uptime commitment}
  - **Measurement Period:** {How availability is measured}
  - **Calculation Method:** {How uptime percentage is calculated}
  - **Exclusions:** {What is excluded from availability calculation}
  - **Downtime Allowance:** {Acceptable downtime per period}

### Performance Commitments
- **Response Time:** {Maximum response time commitments}
  - **Average Response Time:** {Target average response time}
  - **Peak Response Time:** {Maximum acceptable response time}
  - **Measurement Points:** {Where response time is measured}
  - **Load Conditions:** {Under what load conditions targets apply}

- **Throughput:** {Capacity and volume commitments}
  - **Transaction Volume:** {Number of transactions per time period}
  - **Concurrent Users:** {Number of simultaneous users supported}
  - **Data Volume:** {Amount of data processed per time period}
  - **Peak Capacity:** {Maximum capacity during peak periods}

### Quality Commitments
- **Accuracy:** {Data and process accuracy commitments}
- **Completeness:** {Completeness of service delivery}
- **Reliability:** {Consistency and reliability of service}
- **Security:** {Security and data protection commitments}

### Support Commitments
- **Incident Response:** {How quickly incidents are responded to}
  - **Critical Incidents:** {Response time for critical issues}
  - **High Priority:** {Response time for high priority issues}
  - **Medium Priority:** {Response time for medium priority issues}
  - **Low Priority:** {Response time for low priority issues}

- **Issue Resolution:** {How quickly issues are resolved}
  - **Resolution Targets:** {Target resolution times by priority}
  - **Escalation Procedures:** {When and how issues are escalated}
  - **Communication Requirements:** {How users are kept informed}

## Measurement and Monitoring

### Measurement Framework
- **Key Performance Indicators (KPIs):** {Specific metrics tracked}
- **Measurement Methods:** {How each metric is measured}
- **Measurement Tools:** {Technology used for measurement}
- **Data Collection:** {How measurement data is collected}

### Monitoring Systems
- **Real-time Monitoring:** {Continuous service monitoring}
- **Alert Systems:** {Automated alerting for SLA breaches}
- **Dashboard and Reporting:** {Visibility into service performance}
- **Trend Analysis:** {Analysis of service performance trends}

### Reporting
- **Reporting Schedule:** {Frequency of SLA reporting}
- **Report Contents:** {What is included in SLA reports}
- **Report Recipients:** {Who receives SLA reports}
- **Report Format:** {How SLA performance is presented}

## Roles and Responsibilities

### Service Provider Responsibilities
- **Service Delivery:** {Delivering service according to SLA}
- **Performance Monitoring:** {Monitoring service performance}
- **Issue Resolution:** {Resolving service issues}
- **Communication:** {Communicating with service users}
- **Continuous Improvement:** {Improving service delivery}

### Service User Responsibilities
- **Appropriate Use:** {Using service appropriately}
- **Issue Reporting:** {Reporting service issues promptly}
- **Cooperation:** {Cooperating with troubleshooting efforts}
- **Feedback:** {Providing feedback on service quality}

### Shared Responsibilities
- **Collaboration:** {Working together to achieve service levels}
- **Communication:** {Open and regular communication}
- **Problem Resolution:** {Joint problem-solving efforts}
- **Service Improvement:** {Collaborative improvement initiatives}

## Exception Handling

### Planned Exceptions
- **Maintenance Windows:** {Scheduled maintenance periods}
  - **Maintenance Schedule:** {When maintenance occurs}
  - **Notification Requirements:** {How users are notified}
  - **Service Impact:** {Impact on service availability}
  - **Duration Limits:** {Maximum maintenance duration}

- **Upgrades and Changes:** {System upgrades and changes}
  - **Change Windows:** {Approved change periods}
  - **Impact Assessment:** {Evaluating change impact on SLA}
  - **Rollback Procedures:** {Plans for reversing changes}

### Unplanned Exceptions
- **Force Majeure:** {Events beyond reasonable control}
  - **Natural Disasters:** {Weather, earthquakes, etc.}
  - **Infrastructure Failures:** {Major infrastructure outages}
  - **Security Incidents:** {Cyber attacks, security breaches}
  - **Third-party Dependencies:** {External service failures}

### Exception Procedures
- **Exception Declaration:** {How exceptions are declared}
- **Impact Assessment:** {Evaluating exception impact}
- **Communication:** {Notifying stakeholders of exceptions}
- **Recovery Planning:** {Plans for service recovery}

## Penalties and Remedies

### SLA Breach Definition
- **Breach Thresholds:** {When SLA is considered breached}
- **Measurement Periods:** {Time periods for breach calculation}
- **Cumulative vs. Individual:** {How breaches are accumulated}
- **Severity Levels:** {Different levels of SLA breaches}

### Penalty Structure
- **Financial Penalties:** {Monetary penalties for breaches}
  - **Penalty Calculation:** {How penalties are calculated}
  - **Penalty Caps:** {Maximum penalty amounts}
  - **Payment Terms:** {When and how penalties are paid}

- **Service Credits:** {Credits for service improvements}
  - **Credit Calculation:** {How service credits are determined}
  - **Credit Application:** {How credits are applied}
  - **Credit Limits:** {Maximum credit amounts}

### Remediation Actions
- **Immediate Actions:** {Actions taken during SLA breaches}
- **Root Cause Analysis:** {Investigating causes of breaches}
- **Improvement Plans:** {Plans to prevent future breaches}
- **Progress Reporting:** {Reporting on improvement progress}

## Continuous Improvement

### Performance Review
- **Regular Reviews:** {Scheduled SLA performance reviews}
- **Review Participants:** {Who participates in reviews}
- **Review Agenda:** {What is covered in reviews}
- **Review Outcomes:** {Actions resulting from reviews}

### SLA Evolution
- **SLA Updates:** {How SLAs are updated and improved}
- **Baseline Adjustment:** {Adjusting performance baselines}
- **New Requirements:** {Incorporating new requirements}
- **Technology Changes:** {Adapting to technology changes}

### Best Practice Integration
- **Industry Benchmarking:** {Comparing with industry standards}
- **Best Practice Adoption:** {Implementing proven practices}
- **Innovation Opportunities:** {New approaches to service delivery}
- **Technology Advancement:** {Leveraging new technologies}

## Governance and Management

### SLA Governance
- **Governance Structure:** {How SLA is governed}
- **Decision Authority:** {Who makes SLA-related decisions}
- **Change Control:** {How SLA changes are managed}
- **Dispute Resolution:** {How disagreements are resolved}

### Contract Management
- **Contract Integration:** {How SLA integrates with contracts}
- **Legal Framework:** {Legal aspects of SLA}
- **Compliance Requirements:** {Regulatory compliance needs}
- **Audit Requirements:** {SLA auditing and verification}

### Stakeholder Management
- **Stakeholder Identification:** {Key SLA stakeholders}
- **Communication Plan:** {How stakeholders are engaged}
- **Expectation Management:** {Managing stakeholder expectations}
- **Feedback Mechanisms:** {Collecting stakeholder feedback}

## Risk Management

### SLA Risks
- **Performance Risk:** {Risk of not meeting SLA targets}
- **Availability Risk:** {Risk of service outages}
- **Quality Risk:** {Risk of poor service quality}
- **Cost Risk:** {Risk of penalty exposure}

### Risk Mitigation
- **Preventive Measures:** {Preventing SLA breaches}
- **Monitoring and Alerting:** {Early warning systems}
- **Rapid Response:** {Quick response to issues}
- **Backup Plans:** {Contingency plans for service delivery}

### Business Continuity
- **Continuity Planning:** {Ensuring service continuity}
- **Disaster Recovery:** {Recovering from major outages}
- **Alternative Service:** {Backup service arrangements}
- **Communication Plans:** {Crisis communication procedures}

## Technology and Infrastructure

### Technology Requirements
- **Infrastructure Needs:** {Technology infrastructure for SLA delivery}
- **Monitoring Technology:** {Technology for SLA monitoring}
- **Automation Systems:** {Automated service delivery systems}
- **Integration Requirements:** {System integration needs}

### Capacity Management
- **Capacity Planning:** {Planning for service capacity}
- **Scalability Requirements:** {Ability to scale service delivery}
- **Performance Optimization:** {Optimizing service performance}
- **Resource Allocation:** {Allocating resources for SLA delivery}

### Change Management
- **Technology Changes:** {Managing technology changes}
- **Impact Assessment:** {Assessing change impact on SLA}
- **Testing Requirements:** {Testing changes before deployment}
- **Rollback Procedures:** {Procedures for reversing changes}

## Validation
*Evidence that SLA commitments are consistently met, accurately measured, and drive continuous service improvement*

Quality Standards

Bronze Level (Minimum Viable)

[ ] SLA overview with purpose, parties, service scope, and business context
[ ] Service definition with description, classification, and availability
[ ] Basic service level commitments with availability and performance targets
[ ] All required metadata fields completed

Silver Level (Investment Ready)

[ ] Comprehensive measurement and monitoring with KPIs, systems, and reporting
[ ] Roles and responsibilities with clear provider, user, and shared accountability
[ ] Exception handling with planned and unplanned exception procedures
[ ] Penalties and remedies with breach definitions and remediation actions
[ ] Continuous improvement with review processes and SLA evolution
[ ] Governance and management with structure, stakeholder engagement, and risk management

Gold Level (Operational Excellence)

[ ] Advanced technology and infrastructure with comprehensive capacity management
[ ] AI-driven SLA optimization with predictive analytics and automated improvement
[ ] Real-time performance monitoring with dynamic threshold adjustment
[ ] Integrated service ecosystem with seamless cross-service SLA coordination
[ ] Advanced exception prediction with proactive issue prevention
[ ] Automated remediation with intelligent response and recovery systems

Common Pitfalls

Unrealistic SLA targets: Setting targets that are impossible to achieve consistently
Inadequate measurement systems: Lack of proper monitoring and measurement capabilities
Poor exception management: Not properly handling planned and unplanned exceptions
Lack of continuous improvement: Static SLAs that don't evolve with business needs

Success Patterns

Customer-centric SLAs: SLAs designed around customer needs with regular feedback integration
Proactive service management: Preventing issues before they cause SLA breaches with predictive monitoring
Collaborative SLA management: Joint ownership and responsibility with shared commitment to excellence
Technology-enabled SLAs: Robust monitoring and automation with real-time visibility and rapid response

Relationship Guidelines

Typical Dependencies

SVC (Service Specification): Service design drives SLA requirements and commitments
PRO (Processes): Process performance enables SLA delivery and achievement
CAP (Capabilities): Service capabilities determine achievable SLA levels
PER (Performance Specification): Performance requirements inform SLA targets

Typical Enablements

QUA (Quality Specification): SLA commitments drive overall quality standards
CUS (Customer Relationships): SLA performance drives customer satisfaction and relationships
SUP (Support Specification): SLA requirements drive support strategy and service design
MON (Monitoring): SLA measurement drives monitoring and alerting requirements

Document Relationships

This document type commonly relates to:

Depends on: SVC (Service Specification), PRO (Processes), CAP (Capabilities), PER (Performance Specification)
Enables: QUA (Quality Specification), CUS (Customer Relationships), SUP (Support Specification), MON (Monitoring)
Informs: Service design, operational planning, customer communication
Guides: Service delivery, performance management, improvement initiatives

Validation Checklist

[ ] SLA overview with clear purpose, parties, service scope, and business context
[ ] Service definition with comprehensive description, classification, availability, and user identification
[ ] Service level commitments with availability, performance, quality, and support commitments
[ ] Measurement and monitoring with KPIs, systems, and comprehensive reporting framework
[ ] Roles and responsibilities with clear provider, user, and shared accountability
[ ] Exception handling with planned and unplanned exception procedures and communication
[ ] Penalties and remedies with breach definitions, penalty structure, and remediation actions
[ ] Continuous improvement with performance review, SLA evolution, and best practice integration
[ ] Governance and management with structure, contract integration, and stakeholder management
[ ] Risk management with comprehensive identification, mitigation, and business continuity
[ ] Technology and infrastructure with requirements, capacity management, and change control
[ ] Validation evidence of consistent SLA achievement, accurate measurement, and continuous improvement

SLA: Service Level Agreement ​

Abstract ​

Purpose and Scope ​

Document Metadata Schema ​

Content Structure Template ​

Quality Standards ​

Bronze Level (Minimum Viable) ​

Silver Level (Investment Ready) ​

Gold Level (Operational Excellence) ​

Common Pitfalls ​

Success Patterns ​

Relationship Guidelines ​

Typical Dependencies ​

Typical Enablements ​

Document Relationships ​

Validation Checklist ​

Related Documents ​