Security Provider Service Level Agreement (SLA) Framework

Download Free Security Provider Service Level Agreement Framework

1. Overall QoS delivered to all customers

2. Overall SLA compliance to all customers
a) Service level agreement compliance by network/subnet
i. Availability
ii. Other metrics

b) Service level agreement compliance by organization
i. Call center
ii. Ordering
iii. Help desk/NOC
iv. Field services
v. Billing

c) Service level agreement reporting compliance
i. Notifications
ii. Metrics

d) Service level agreement reconciliation compliance
i. Accuracy
ii. Timeliness

3. Overall SLA profitability

4. Service level agreement profitability breakdown
a. Platinum
i. Revenues
ii. Penalties

b) Gold
i. Revenues
ii. Penalties

c) Silver
i. Revenues
ii. Penalties

e) Bronze
i. Revenues
ii. Penalties

5. Recommended improvements
a) Scope
b) Timeline

6. Other requirements