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 (http://InternalSharePoint)

 


Internet Access

 


HTTPS (https://sharepoint.external.com)

 


Remote Administration

 


Not provided

 


SharePoint Designer Access

 


Not provided

 


Self Provisioning

 


End Users – http://MySite 
Power Users – http://team/Sites
Division Heads – http://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 (3)

  1. Ian Smith says:

    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.

  2. Zsolt says:

    Hello Mr. Smith,

    How could I get this description?