Service Level Agreement Design
Reference model
Service Level Agreements help manage expectations and accountability between service providers and clients.
About this model
A structured approach to creating service level agreements that outline performance metrics, responsibilities, and expectations.
Originator not stated.
How to read it
- Focus on clarity and mutual understanding in each section of the SLA.
- Ensure all metrics are measurable and agreed upon by both parties.
What this does
Defines the expectations and responsibilities between service providers and clients to ensure service quality and performance.
When to use it
Use it when establishing or revising agreements to clarify service expectations and performance metrics.
Not when: Do not use it when the service relationship is informal or when no measurable performance is required.
What happens next
Review the SLA with stakeholders to ensure alignment and understanding.
Golden thread
Builds on ←
- Service requirements
- Stakeholder analysis
Feeds into →
- SLA review process
Use this tool, free
Sign in to open the worksheet. Your work saves as you type, the AI can draft the parts you have not filled in, and you finish with an analysis and a 30/60/90-day action plan.
Drafted with AI and reviewed by Eccellere on 04/11/2026. Guidance, not advice: apply your own judgement.