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Subject:FW: RE: Resources for Service Level Agreements From:"Hager, Harry (US - East Brunswick)" <hhager -at- dc -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Fri, 2 Mar 2001 12:25:49 -0800
Dan,
There are lots of so-called SLAs on the Web but finding a template that
meets your specific needs is more difficult.
A few months back, I was tasked with writing an SLA template for our group.
I quickly found out that one size (one template) does not fit all. It's much
like a template for Systems Documentation, in that it very much depends on
exactly what industry, business, or system you are writing the documentation
for.
The best resource for my purposes was the following Web site because it has
a book for sale ($95.00 US) that is very useful for certain kinds of SLAs: http://www.ozemail.com.au/~dunloprj/
There is a ton of stuff about SLAs on the Web but, as usual, you need to
separate the wheat from the chaff, or you'll be buried in minutia very
quickly.
Another idea, check around your company and see if there are any SLAs in
which you are the customer rather than the provider of the services.
Another idea, search on the Web for terms such as change control, change
management, issue management, escalation process, escalation procedures,
management escalation, and similar terms that are the nuts and bolts of an
SLA.
Good Luck,
H. Jim Hager
-----Original Message-----
Subject: Resources for Service Level Agreements
From: "Charles, Dan" <dan -dot- charles -at- tyson -dot- com>
Date: Thu, 01 Mar 2001 08:25:24 -0600
X-Message-Number: 13
Our work environment is such that we "own" our part of the business-this
includes marketing and placating unhappy customers. We are developing a
Service Level Agreement template to close the sales deal and use as a tool
to resolve conflicts.
Can someone suggest resources on the web or in books that help out?
Thanks,
Dan Charles
IS Technical Writer
(501) 290-3798
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