Where can I find a sample service level agreement and how do I compute prices?

Posted on 2012-08-24
Last Modified: 2012-08-27
I have been asked by a client of about 40 users to provide a quote on a service level agreement for a system I have been supporting for six months on a time plus material basis. At this stage I know the system inside-out, and even built the current server. They are not looking for a competitive offer from other vendors, but want to know what the costs and conditions would be for me to take a monthly payment for a guaranteed level of uptime or response to incidents.
Where can I find a sample to create the contract from, and how much do people typically charge per user, per computer, etc.?
Question by:Norm Dickinson
    LVL 10

    Accepted Solution

    I will be interested to hear other responses, but... a company I previously worked for charged $30 per workstation and $200 per server per month for all inclusive (remote and onsite) service. New deployments were subject to negotiated hourly rates.

    SLAs can vary widely. Check out MSPMentor for samples.
    But for network down level issues, i would suggest < 2 hours to get onsite.
    LVL 25

    Assisted Solution

    In stated that "SLA is an agreement, preferably documented, between a service provider and the customer(s)/user(s) that defines minimum performance targets for a service and how they will be measured".

    SLA would typically include:
    - Description of the nature of service to be provided (include spare parts, labor, onsite visits for troubleshooting and repair)
    - Procedure for reporting problems
    - The time-frame for response and problem resolution
    - Process for monitoring and reporting the service level
    - The consequences for the service provider not meeting its obligations
    - Escape clauses and constraints

    <....and even built the current server.....> In case they are running mission critical application on these servers, I would identify the critical business activities, identify the RTO (Min time to recover), and RPO (Min time frame require to recover the data).

    Search or for SLA sample
    LVL 13

    Author Closing Comment

    by:Norm Dickinson
    Both good answers, thanks. Found a ton of great info on MSPMentor as suggested, and that answer came first.

    Featured Post

    IT, Stop Being Called Into Every Meeting

    Highfive is so simple that setting up every meeting room takes just minutes and every employee will be able to start or join a call from any room with ease. Never be called into a meeting just to get it started again. This is how video conferencing should work!

    Join & Write a Comment

    Suggested Solutions

    Title # Comments Views Activity
    Data Recovery Software 15 20
    IT Asset Management, Help Desk, etc ? 2 36
    Group Policy Password 5 56
    Ricoh Aficio 3510 default password 14 130
    As a long-time IT Professional, the most important skill I have developed and consider to be my most valuable tool is Effective Troubleshooting. Step through my problem-solving procedure in this 10-step guide adapted from The Universal Troubleshooti…
    Ever wondered why Windows 8 and 10 don't seem to accept your GPO-based software deployment while Windows 7 does? Read on.
    In this sixth video of the Xpdf series, we discuss and demonstrate the PDFtoPNG utility, which converts a multi-page PDF file to separate color, grayscale, or monochrome PNG files, creating one PNG file for each page in the PDF. It does this via a c…
    Sending a Secure fax is easy with eFax Corporate ( First, Just open a new email message.  In the To field, type your recipient's fax number You can even send a secure international fax — just include t…

    733 members asked questions and received personalized solutions in the past 7 days.

    Join the community of 500,000 technology professionals and ask your questions.

    Join & Ask a Question

    Need Help in Real-Time?

    Connect with top rated Experts

    17 Experts available now in Live!

    Get 1:1 Help Now