Internal SLA Example: How to Define and Implement Service Level Agreements Within Your Organization

Table of contents
  1. The Importance of Internal SLAs
  2. Internal SLA Example: IT Support Services
  3. Implementing the Internal SLA
  4. FAQs
  5. Conclusion

In today's fast-paced business environment, organizations are constantly striving to deliver high-quality services to their internal and external customers. One of the key tools for ensuring service quality is the Service Level Agreement (SLA). While SLAs are commonly associated with external service providers, they are equally essential for governing the relationships between different departments and teams within an organization. In this article, we will explore an internal SLA example and discuss how you can effectively define and implement SLAs within your organization.

The Importance of Internal SLAs

Internal SLAs are crucial for establishing clear expectations and accountability between different departments or teams within an organization. By defining internal SLAs, you can ensure that the delivery of services aligns with the needs and priorities of the various stakeholders. This alignment is essential for promoting collaboration, efficiency, and ultimately, the overall success of the organization.

Key Components of an Internal SLA

When creating an internal SLA, there are several key components that you should consider including:

  • Service Description: Clearly define the service or deliverable that is the subject of the SLA.
  • Stakeholders: Identify the parties involved in the delivery and receipt of the service.
  • Service Level Objectives: Define the specific performance metrics or targets that the service provider is expected to meet.
  • Responsibilities: Clearly outline the responsibilities of each party in fulfilling the SLA.
  • Escalation Procedures: Establish a process for resolving issues or disputes that may arise during the service delivery.
  • Metrics and Reporting: Specify the methods for measuring performance and reporting on the fulfillment of the SLA.

By including these components in your internal SLA, you can ensure that all parties have a clear understanding of their roles and responsibilities, as well as the expected outcomes of the service relationship.

Internal SLA Example: IT Support Services

Let's consider an example of an internal SLA for IT support services within an organization. The IT department provides technical support to other departments, and an internal SLA helps to govern this relationship.

Service Description

The IT support services include troubleshooting hardware and software issues, managing network infrastructure, and providing technical guidance to end users.


The stakeholders involved in this SLA are the IT department as the service provider and the various departments and employees who rely on IT support.

Service Level Objectives

  • Response Time: IT will respond to support requests within 2 hours of receipt during business hours.
  • Resolution Time: IT aims to resolve at least 80% of reported issues within 24 hours.
  • Availability: Network and system uptime will be maintained at 99.9% during normal business operations.


The IT department is responsible for promptly addressing support requests and maintaining the reliability of the organization's technology infrastructure. End users are responsible for accurately reporting any issues and following IT guidelines for problem resolution.

Escalation Procedures

If an IT support issue remains unresolved after 24 hours, it will be escalated to the next level of technical expertise or management for further resolution.

Metrics and Reporting

Performance metrics will be tracked and reported on a monthly basis. The metrics will include average response time, resolution time, and system uptime percentage.

Implementing the Internal SLA

Once the internal SLA has been defined, it is important to ensure that it is effectively implemented and communicated to all relevant parties. This may involve training and education for employees, establishing monitoring and reporting mechanisms, and regular review and revision of the SLA based on feedback and performance data.


What is the difference between an internal SLA and an external SLA?

An internal SLA governs the delivery of services between different departments or teams within the same organization, while an external SLA governs the relationship between a company and its external service providers or vendors.

How often should internal SLAs be reviewed?

Internal SLAs should be reviewed on a regular basis, typically annually or biannually, to ensure that they remain aligned with the organization's evolving needs and priorities.

What are the potential challenges in implementing internal SLAs?

Challenges in implementing internal SLAs may include resistance to change, unclear ownership of responsibilities, and inadequate monitoring and reporting mechanisms. These challenges can be addressed through effective change management, communication, and continuous improvement efforts.


In conclusion, internal SLAs play a critical role in defining and governing the service relationships within an organization. By establishing clear expectations, responsibilities, and performance metrics, internal SLAs contribute to improved collaboration, efficiency, and ultimately, the delivery of high-quality services. Through effective implementation and periodic review, internal SLAs can serve as a valuable tool for driving continuous improvement and ensuring the overall success of the organization.

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