Service Level Agreement Specification

As businesses of all sizes continue to expand their operations, outsourcing services to third-party professionals has become the norm. One essential aspect of that relationship is the service level agreement (SLA) specification. An SLA outlines the level of service that the provider promises to deliver and the standards against which their performance will be measured. In this article, we will discuss what an SLA specification is and why it is crucial for successful business relationships.

What is an SLA Specification?

An SLA specification is a documented agreement between a service provider and a client. It outlines the detailed services that the provider will offer to the client, including the expected level of performance and availability of the services provided. Typically an SLA includes information on the quality, quantity, and delivery of services that the provider will deliver.

An SLA specification agreement usually outlines the various expectations of both parties and the consequences for not meeting them. The SLA agreement should be tailored to the needs of the client`s business, outlining priorities, business objectives, and performance criteria.

Why is an SLA Specification Important?

An SLA specification outlines the responsibilities and expectations of both parties, making it crucial for smooth business operations. An SLA offers the client assurance that they will receive the quality of service they have been promised. At the same time, it provides the provider with the opportunity to establish clear guidelines for their services and any limitations.

An SLA specification can provide a basis for evaluating service quality, which in turn creates a benchmark for improvement. It helps both parties to work together, monitor and maintain the quality of services provided, and improve them as necessary.

The SLA specification also clearly states the consequences of not meeting the agreed-upon performance standards. It sets out the expectations in terms of response times, issue resolution, and other critical business metrics. This information is critical to ensuring that both parties work together to achieve the desired outcomes.

Key Elements of an SLA Specification

An SLA specification can vary from industry to industry and from client to client. However, some standard elements are typically included:

1. Service Description: A clear description of the services that the provider will deliver to the client.

2. Performance Standards: A set of measurable KPIs that the provider is to meet to maintain the quality of the services delivered.

3. Availability and Response Times: A statement of the provider`s availability and the response times that a client should expect.

4. Responsibilities: A clear outline of the respective responsibilities of the client and the provider.

5. Escalation Procedures: A process that outlines how issues will be escalated and resolved.

6. Termination: Terms and conditions that specify the conditions under which the agreement can be terminated.


An SLA specification is a critical part of a successful business relationship between a service provider and their clients. By defining the level of service expected, it helps to ensure that both parties understand the roles and responsibilities required of them. SLAs provide the client with the assurance that they will receive the agreed-upon level of service, while the provider can better outline their services and limitations.

For a service provider, creating an SLA specification is a crucial step in building and maintaining an ongoing business relationship with clients. At the same time, for clients, reviewing SLA specifications helps to ensure that their needs are being met, that expectations are aligned, and that any disputes can be resolved quickly and efficiently.