Implementing a new IT system is often just the beginning of a company’s relationship with a technology provider. A crucial element of this collaboration is the post-implementation support model. In practice, this means clearly defined rules regarding issue handling, incident response times, and service availability. All of this should be documented in a Service Level Agreement (SLA), which protects the interests of both parties and ensures a proper standard of service delivery.

Table of Contents:

1. What is an SLA and what are its key components?
2. How to prepare an effective SLA for your company
3. Common mistakes and consequences of failing to meet SLA terms
4. SLA agreements – legal and technical considerations
5. IT SLAs – practical examples and tips

What Is an SLA and What Are Its Key Components?

An SLA (Service Level Agreement) is a document that precisely defines the terms of cooperation between an IT service provider and a business client. In the context of post-implementation support, it includes clear guidelines on the scope of services provided, response times for support requests, escalation procedures, and service quality monitoring methods.

The main goal of an SLA is to protect the interests of both parties. On one hand, the client gains assurance that the provider will respond to incidents within a defined timeframe and follow agreed-upon procedures. On the other hand, the provider can clearly define the limits of their responsibilities and the parameters they are obligated to meet.

Key elements of an SLA typically include the scope of services, which describes exactly what actions the provider will take as part of support. This covers day-to-day technical assistance, maintenance work, and system updates. Another important element is the response time and resolution time – meaning how quickly the provider will act once the client reports an incident.

How to Prepare an Effective SLA for Your Company

Creating an effective and realistic SLA requires a detailed analysis of your business needs and the specifics of the implemented IT system. Before entering negotiations, it is essential to identify which processes are critical for your company and which systems require the highest level of support.

For example, companies using ERP systems will prioritize ensuring system continuity, quick response to failures, and support availability during critical business hours. In other cases – such as helpdesk systems – the priority may be quick handling of a high volume of user requests.

When creating an SLA, consider factors such as:

• Support hours – Does your company need 24/7 support or only during business hours?
• Performance indicators (KPIs) – For example, average time to resolve an issue
• Communication and incident reporting methods – Phone, email, client portal

It’s also important to define mechanisms for verifying SLA compliance. Regular reports and status meetings with the IT provider help monitor service quality and allow for ongoing adjustments to the agreement.

Common Mistakes and Consequences of Failing to Meet SLA Terms

A poorly constructed SLA can cause numerous issues during service delivery. One of the most common mistakes is a lack of specific terms for response and resolution times. Vague language like “as soon as possible” offers no quality guarantees for the client and makes resource planning difficult for the provider.

Another serious mistake is misalignment of the SLA with the provider’s actual technical and organizational capabilities. This can lead to promised response times being impossible to meet, resulting in client dissatisfaction and potential contractual penalties.

Lack of mechanisms for monitoring SLA compliance is another pitfall. Without defined reporting rules, the client may not have access to data confirming the quality of services delivered.

Failing to meet SLA terms can have serious legal and financial consequences, including:

• Loss of customer trust and satisfaction
• Contractual penalties for missed response or resolution times
• Risk of contract termination and loss of business
• Damage to the provider’s market reputation

For these reasons, it’s important to review and update SLA content regularly to reflect changing business needs and technological capabilities.

SLA Agreement – Legal and Technical Considerations

When creating an SLA, ensure it aligns with your company’s internal procedures and complies with applicable laws. Every clause in the agreement should be clear, unambiguous, and enforceable.

From a legal perspective, it’s important to clearly define the responsibilities of both parties. Clauses should also address force majeure events that might impact service delivery, as well as terms for penalties and contract termination.

From a technical standpoint, it’s just as important to precisely describe the IT environment covered by the SLA. This includes information on the number of users, types of systems supported, and categories of incidents subject to service.

A good practice is to include detailed procedures for reporting and classifying incidents. This ensures both parties understand how to treat various types of issues and what response times are expected.

IT SLA – Practical Examples and Notes

In practice, every IT SLA model should be tailored to the specific needs of the organization. A good starting point is to analyze past IT service challenges and end-user expectations.

Example 1: A manufacturing company using ERP systems. In this case, the key is ensuring maximum system availability during production hours. The SLA should include provisions for fast response to critical issues and 24/7 technical support.

Example 2: A global corporation with a distributed helpdesk team. Here, the SLA focuses on fast response to a large volume of user requests and automation of simple incident handling.

Regardless of the industry, a well-prepared SLA should be a living document – updated as the company grows and its technological environment evolves. Regular reviews and updates help align IT support with current business needs and challenges. It’s worth considering what benefits an SLA can bring to companies using ERP systems!