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Service Level Agreement Onderdelen

As businesses continue to rely on external service providers to meet their needs, a service level agreement (SLA) becomes an essential document that outlines the terms of the relationship between the two parties. An SLA is a contractual commitment that defines the services offered by the provider and the standards the provider will adhere to. It is a critical factor in ensuring that the business objectives are met and that the provider remains accountable for their performance. In this article, we will dive deep into the key components of an SLA that both parties should be aware of.

Service description

The service description is typically the first section of the SLA and outlines the services the provider will deliver. It includes a detailed explanation of the services, the scope of the work, and the standards the provider must adhere to. This section should be clear and concise to avoid any misinterpretation of the services offered.

Service level targets

The service level targets or key performance indicators (KPI) are the metrics that the provider must meet to ensure the level of service promised. This includes targets for response time, resolution time, uptime, and availability. The KPIs should be realistic and achievable, and the provider must be able to track and report on its performance against these targets.

Service level credits

Service level credits are the financial penalties that the provider must pay if they fail to meet the service level targets. The credits are usually calculated as a percentage of the monthly billing, and the percentage should be significant enough to incentivize the provider to meet the targets.

Escalation procedure

The escalation procedure outlines the steps to be taken when there is a problem with the service provided. This includes who to contact, the response times, and who is responsible for resolving the issue. The escalation procedure is critical in ensuring that issues are addressed promptly and efficiently.

Service reporting

The service reporting section outlines the reporting requirements for the provider. This includes the frequency of the reports, the format, and the level of detail required. The provider must be able to provide accurate and timely reports that meet the customer’s requirements.

Service continuity

The service continuity section outlines the provider`s plan for disaster recovery and business continuity. This includes measures such as backups, redundancy, and failover procedures. The provider should have a tested and documented plan to ensure that service continuity is maintained in the event of a disruption.


An SLA is a fundamental document in any service provider relationship. It provides clear expectations, ensures accountability, and helps to build trust between the two parties. By addressing the key components outlined above, both parties can ensure that they are aware of their roles and responsibilities and have a clear understanding of the level of service that should be delivered.