SharePoint - Sample Service Level Agreement (SLA)

This is a very basic sample of a service level agreement for SharePoint.  This would be more typical of providing an SLA to an internal department of an organization. Providing an SLA to an external party would probably include an additional set of items around penalties, charges, terms of use etc.

SERVICE ITEM	SERVICE COMMITTMENT
.	.
Availability	99.9%
Recovery Time Objective	< 4 hrs
Recovery Point Objective	20 minute data loss window
Service Window	(Weekly) Sunday 1am-2am (PST)
.	.
Interface	HTTP/HTTPS (https://InternalSharePoint)
Internet Access	HTTPS (https://sharepoint.external.com)
Remote Administration	Not provided
SharePoint Designer Access	Not provided
Self Provisioning	End Users - https://MySite Power Users - https://team/Sites Division Heads - https://Divisions/Sites All other provisioning through Help Desk
.	.
Dedicated SSP	Yes, help desk administered
Enterprise Search	Yes, 50 Million items
Exchange Integration	Not Provided
Business Data Catalog	Not Provided
User Profiles	Yes, from (Internal.com) domain
MySites	Yes, centrally hosted, user self provisioned
Office Communicator	Yes (Client needs client software)
Document Management	Yes
.	.
Custom Branding	Yes, 2 Master Pages, 4 custom page layouts
3rd Part Web Parts	Yes, but only from approved Enterprise Directory
Custom Code Deployment	Not available
.	.
Dedicated Resources	2 Dedicated Web Applications - Shared Infrastructure
Total Storage	25 GB - $5 per additional GB
.	.
User Support	Tier 1 - Help Desk, Tier 2 - Technical Team
Support Fees	200 cases per calendar year, $225 per additional case
User Training	Online Courses

Comments

• Anonymous
  June 18, 2009
  PingBack from http://thestoragebench.info/story.php?id=10339

• Anonymous
  April 03, 2013
  Nice practical and to the point. There is a SharePoint Governance Methodology that I have been using for a few years at http://sgm.sptouchgroup.com. It's not free but its great value and takes the stress out of the whole process.

• Anonymous
  March 09, 2015
  Hello Mr. Smith, How could I get this description?