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)

   
   

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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

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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

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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

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Dedicated Resources

2 Dedicated Web Applications - Shared Infrastructure

Total Storage

25 GB - $5 per additional GB

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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