Example of Internal Service Level Agreement


    A service level agreement (SLA) is a contract between a service provider and their client, detailing the expectations and commitments of both parties. SLAs can help ensure transparency, accountability, and quality service delivery. An internal service level agreement is a similar contract within an organization, outlining the expectations and commitments between departments or teams. In this article, we will discuss an example of an internal service level agreement and its key components.

    The internal service level agreement we`ll look at is between the IT department and the marketing department of a hypothetical organization. The IT department is responsible for providing technical support to the marketing team, which uses various software and tools to execute their campaigns.


    The scope of this SLA is to establish expectations for the IT department`s support of the marketing department`s technology needs. This agreement does not cover general IT services provided to the organization.

    Responsibilities of IT Department

    The IT department will provide technical support to the marketing department for the following:

    1. Hardware and Software: The IT department will provide maintenance and repairs for all marketing department hardware and software, including computers, printers, and software applications.

    2. Network: The IT department will ensure that the marketing department`s network access is secure and reliable, with minimal downtime.

    3. Backup and Recovery: The IT department will provide regular backup and recovery of marketing department data to prevent loss or damage.

    4. Training and Support: The IT department will provide training and support to marketing department employees for any software or tools they use.

    Responsibilities of Marketing Department

    The marketing department will provide timely and accurate information to the IT department regarding their technology needs. They will also follow the IT department`s guidelines and recommendations on hardware and software use.

    Expected Response Time

    The IT department will respond to marketing department requests for technical support within 24 hours. For critical issues, the response time will be within 4 hours.

    Escalation Process

    If the IT department is unable to resolve a technical issue within the established response time, the issue will be escalated to the IT manager. If the issue remains unresolved, it will be escalated to the marketing department head.

    Service Level Review

    This SLA will be reviewed every six months to ensure that it is meeting the needs of both departments. Any necessary changes will be made at that time.


    An internal service level agreement such as this one can help establish clear expectations and responsibilities between different departments within an organization. By outlining the scope of services, expected response times, and escalation processes, both parties can work more efficiently and effectively towards achieving their goals.