SLA Policy Template
A ready-to-use SLA policy template for Indian SMEs. Define response times, escalation paths, and resolution targets.
Purpose & Scope
This Service Level Agreement (SLA) defines the performance standards, response times, and escalation procedures for IT support services provided to all departments. This policy applies to all employees, contractors, and third-party vendors using the internal helpdesk system.
SLA Tiers
| Priority | Definition | Response Time | Resolution Time |
|---|---|---|---|
| P1 — Critical | System down, revenue impact, multiple users affected | 1 hour | 4 hours |
| P2 — High | Major functionality impaired, single user critical | 2 hours | 8 hours |
| P3 — Normal | Routine requests, minor issues, password resets | 8 hours | 24 hours |
| P4 — Low | Feature requests, documentation, non-urgent queries | 24 hours | 5 business days |
Business Hours & Exclusions
Standard business hours: Monday to Friday, 9:00 AM to 6:00 PM IST. National holidays as per the government calendar are excluded. SLA timers pause during out-of-business hours and resume the next business day.
Escalation Matrix
- Level 1 — Helpdesk Agent: First response, triage, and resolution of common issues. Available during business hours.
- Level 2 — Senior Technician: Escalated when Level 1 cannot resolve within SLA time. Handles complex technical issues.
- Level 3 — IT Manager: Escalated for system-wide outages, vendor coordination, and policy exceptions.
Reporting & Review
SLA compliance reports are generated monthly and reviewed by the IT Head. Breach analysis identifies recurring patterns and drives process improvements. Quarterly reviews with department heads ensure the SLA remains aligned with business needs.
Put this into practice with workro desk.