A Service Level Agreement (SLA) is a critical document that sets the expectations between service providers and customers. It outlines the scope of services, the performance metrics that will be measured, and the penalties for failing to meet agreed-upon standards. When creating an SLA, ensure it covers all important areas for clarity and alignment between both parties.
In this guide, we will walk you through the key components of an SLA and provide you with a checklist and table prompts to help ensure every essential part is included.
Key Components of a Service Level Agreement (SLA)
Registered Business Details This section provides important information about the business and its registration. It includes:
Business Name
Registration Number
VAT Number
Contact Information
Public Trading Information Outline the physical address, communication channels, and contact details to facilitate quick and effective communication:
Head Office Tel
Sales Tel
Technical Support Tel
Dispatch Tel
Physical Address (including Latitude/Longitude)
Project Details and Team This part should outline the details of the project, including the project manager and the key players involved:
Project Team Members (e.g., Web Developer, Designer, Marketer)
Product Distribution Networks
Payment Gateway Details Specify the payment methods accepted, which may include:
Manual Bank Transfer
Card Payments
Cash on Delivery
Online Trust Ranking and Advertising Campaigns Provide the details for online ad campaigns, ensuring that the success metrics are clearly defined:
Ad Name
Product/Service advertised
Keywords customers will use to find the ad
Conversion metrics and ad success value
Logo and Branding This section outlines the assets that represent your brand and ensure they are formatted for different marketing platforms:
High-Resolution Logos
Favicon
Text Logo
Website Hosting Information If applicable, include any relevant hosting details related to your website. Consider:
Hosting Provider
Monthly Fee
Traffic Quota
SSL Encryption ID
Domain and Email Marketing Specify your domain details and email marketing tools:
Domain URL
DNS information
SMTP Server
Other Considerations Include any additional relevant information that applies to your business services, including:
Distribution Channels
Email List Management
Citation/Directory Listings
Service Level Agreement Table with Prompts
SLA Section
Prompt
Registered Business Name
What is your official registered business name?
Business Registration Number
What is your business registration number?
BEE Registration
Are you BEE registered? What level are you?
VAT Registration Number
What is your VAT number?
Contact Details
What are your registered contact details?
Deliverables
What are the main deliverables from this project?
Head Office Tel
What is your head office telephone number?
Sales Tel
What is your sales department’s contact number?
Payment Gateway Details
What payment methods do you accept (e.g., Manual Bank Transfer, Card Payments)?
Online Trust Ranking
What is the goal of your current ad campaign?
Ad Name
What is the name of your ad campaign?
Product/Service Advertised
What product/service are you promoting?
Keywords for Ad Search
What keywords will customers search to find your ad?
Conversion Metrics
What actions will define a successful conversion for this ad campaign?
Logo
Do you have a high-resolution logo and variations for use in your marketing?
Website Hosting Info
What is your current hosting plan (e.g., monthly fee, traffic volume)?
Email Marketing
What email marketing services are you using to engage prospects?
Domain Details
What is your domain name, and how is it managed (DNS, renewal fee)?
Distribution Channels
What are your main distribution channels?
Project Team
Who is on the project team and what are their roles (e.g., web designer, marketer)?
Domain Status
Is your domain active and properly configured for all relevant subdomains or redirects?
Backup/Retention Plans
How long will you retain completed or failed orders?
Citations/Directories
Have you listed your business on relevant directories (e.g., Google My Business)?
Project Manager
Who is responsible for the day-to-day management of this project?
Conclusion
An SLA is more than just a formal contract—it’s a mutual agreement that ensures both parties know exactly what is expected from the project. By incorporating all the essential components listed above, you can create an SLA that fosters clear communication, defines measurable expectations, and outlines the framework for your business’s success.
Use the table as a checklist to ensure you haven’t missed any critical details in your SLA. With everything clearly defined, your business can foster stronger relationships with clients, maintain transparency, and avoid misunderstandings down the road.
