Nevertheless, there are a number of key data points that can be used to assess performance, namely the success rate in ALS, i.e. the percentage of requests and transactions that the HR service provider has resolved within the agreed timeframe. Make this checklist to identify all KPIs and other metrics indicated in the performance evaluation and indicate whether, as a service provider, you meet expectations. The aim of this agreement is to reach a mutual agreement on the provision of IT services between the service provider and the customer or customers. For example, insert a short definition and description terms to represent services, rolls, metrics, circumference, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be distributed to the corresponding sections of this document instead of grouping it into a single section. In the next section, the agreement preview should contain four elements: However, if you are an IT service provider who wants to quickly and easily create flawless SLAs, the layout and terminology of this checklist will be exactly what you are looking for. «Service-level agreements, among others, build trust in and between organizations – and clearly show what to do, by what standard and when.» – Adam Henshall, What is ALS? How to use service level agreements for success «Most ALSs are negotiated to meet the customer`s needs at the time of signing, but many companies change in size over time. A strong cloud agreement on a service level contract describes the intervals for verifying a contract to meet a company`s changing requirements. » – Bridget Botelho – Don`t be intimidated by the promises of cloud SLA A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry.