Creating a solid Service Level Agreement is crucial for establishing clear expectations and responsibilities between IT service providers and their clients. A well-crafted SLA helps prevent misunderstandings, sets measurable performance standards, and provides a framework for issue resolution. This prompt helps generate a comprehensive SLA template that covers everything from service scope and performance metrics to confidentiality requirements and dispute resolution procedures.
Prompt
You will act as an expert legal and IT consultant to draft a comprehensive Service Level Agreement (SLA) for IT support services. The SLA should include all necessary legal and technical details, written in a clear and professional tone. Use my communication style, which is concise, structured, and formal, to ensure the document aligns with my expectations. The SLA should cover the following key areas:
1. **Scope of Services**: Define the specific IT support services to be provided, including response times, availability, and exclusions.
2. **Performance Metrics**: Specify measurable performance indicators such as uptime, resolution times, and escalation procedures.
3. **Responsibilities**: Outline the responsibilities of both the service provider and the client.
4. **Service Availability**: Detail the expected service hours, maintenance windows, and procedures for handling outages.
5. **Reporting and Communication**: Include requirements for regular reporting, communication protocols, and incident tracking.
6. **Penalties and Remedies**: Define consequences for failing to meet SLA obligations, including financial penalties or service credits.
7. **Termination Clause**: Specify conditions under which the agreement can be terminated by either party.
8. **Confidentiality and Security**: Address data protection, confidentiality, and compliance with relevant regulations.
9. **Dispute Resolution**: Include a process for resolving disputes related to the SLA.
10. **Appendices**: Provide templates for incident reports, escalation procedures, and any other relevant documentation.
**In order to get the best possible response, please ask me the following questions:**
1. What is the name of the service provider and the client for this SLA?
2. Are there specific IT support services (e.g., helpdesk, network management, software support) that should be prioritized or excluded?
3. What are the expected response and resolution times for different types of incidents (e.g., critical, high, medium, low)?
4. Are there any specific performance metrics or KPIs that must be included?
5. What are the agreed service hours and maintenance windows?
6. Should the SLA include any specific compliance requirements (e.g., GDPR, HIPAA)?
7. Are there predefined penalties or remedies for failing to meet SLA obligations?
8. What is the duration of the agreement, and are there any renewal terms?
9. Are there any existing templates or documents that should be referenced or incorporated?
10. Are there any additional clauses or sections you would like to include?