Internal Service Level Agreement Example

Internal service level agreements (SLAs) are essential for businesses to ensure efficiency, meet customer expectations, and maintain communication and accountability among team members. In this article, we will explore an example of an internal service level agreement and the key components that make up a successful SLA.

Firstly, let us define what an internal SLA is. An internal SLA is a document that outlines the level of service that one department or team within an organization will provide to another department or team. These agreements help to create transparency and ensure that everyone understands the expectations and responsibilities of each team.

Example of an Internal SLA:

Service Level Objective: The service level objective is the target time or quality standard that the team providing the service aims to meet.

Service: The service being provided by the team is described here, along with any specific requirements or criteria that must be met.

Service Level Agreement: This outlines the specific agreement between the teams, including the expected response time for requests, the expected resolution time for issues, and any other requirements or expectations for the service.

Metrics and Reporting: The metrics used to measure the team`s performance, as well as the reporting process and frequency, are included here.

Escalation Process: This section outlines the escalation process that will be followed if the service level objectives are not met. It should specify the people who will be notified and the steps that will be taken to resolve the issue.

Roles and Responsibilities: This section outlines the roles and responsibilities of both teams, as well as any specific requirements or guidelines that must be followed.

Service Level Management: This section focuses on how the service level agreement will be managed, monitored, and reviewed to ensure that it remains effective. It should specify the frequency of reviews, the process for updating the agreement, and any other relevant information.


An internal service level agreement is an essential tool for businesses to ensure that teams are meeting their objectives and delivering the best possible service to internal customers. By setting clear expectations, establishing metrics and reporting procedures, and providing an escalation process, an SLA can help teams work together more effectively and efficiently. Use the example above as a starting point to create your own internal SLAs to help your organization achieve its goals.