Transcription of An SLA Template - Naomi Karten
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An SLA Template - Naomi Karten
An SLA Template and How to Use It Naomi Karten +1-781-986-8148 2004 Naomi Karten . All rights reserved An SLA Template and How to Use It 2004 Naomi Karten , All rights reserved. Contents Introduction .. 1 Objectives of this guide .. 2 Structure of an SLA .. 3 Turning the Template into an agreement .. 4 I. Context-setting information .. 4 II. Service information .. 7 A. Description of services .. 7 B. Service standards .. 9 Typical categories of service standards .. 9 Ingredients of a service standard .. 11 C. Service tracking .. 15 D. Service reporting .. 16 III. Management information .. 17 A. Periodic review .. 17 B. Change process.
An SLA Template and How to Use It © 2004 Naomi Karten, www.nkarten.com. All rights reserved. Page 4 TURNING THE TEMPLATE INTO AN AGREEMENT
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