A Template for an Exchange E-mail SLA


I\’m on a search for as many publicly available IT-oriented service level agreement templates as I can locate. Came across this rundown on writing an SLA for Exchange e-mail services on the MSExchange.org site. You can\’t simply copy and paste, since the author includes advice throughout that you wouldn\’t want appearing in your own SLA, but it does offer a pretty complete outline and some useful chunks of text. Here are the sections covered:

  • Contacts and role assignment
  • Reporting
  • Finances
  • Performance level guidelines
  • Uptime requirements
  • Equipment support requirements