It is not enough to list the services provided. There must also be information about service schedules (e.g. B 7:30 am – 10 pm), where they are provided, to what standard and what exactly each service contains. This fully informs the customer of what is in stock and holds the supplier responsible for the services provided. This agreement constitutes a service level agreement («SLA» or «agreement») between the company name and the customer for the provision of IT services necessary to support and maintain the product or service. The purpose of this agreement is to reach a mutual agreement on the provision of IT services between the service provider(s) and the customer(s). In customer-based and service-based SLAs, there are usually two parties involved – the provider that provides the services and the customer that receives them. In the meantime, different departments, parties or organizations will be involved for the SLAs multi-level service (after all, it`s in the name – multi-level!) But no matter what type of SLA you`ll be using, it`s important to explain who is involved at all levels. First of all, this model is It covers all the necessary elements – an overview of the contract, detailed information about the services provided, an authorization section and much more – without being too confusing or overwhelming. As a provider, you need to ensure that the SLA is regularly monitored and managed so that both parties are satisfied.