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 |
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. |
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 |
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. |
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 |