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Email Service Level Agreement Template

Email Service Level Agreement Template 2026

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The Email Service Level Agreement (SLA) outlines the terms and conditions between a Service Provider and a Client regarding email services. It defines service expectations, responsibilities, performance metrics, and guarantees such as uptime percentages and response times for support issues. The document also details client and provider obligations, service credits for unmet service levels, dispute resolution processes, termination conditions, and confidentiality provisions. Overall, it establishes a framework to ensure reliable email communication essential for the Client's business operations.

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Got questions?

We have answers to the most popular questions from our customers. If you can't find an answer to your question, please contact us.

What is SLA P1, P2, P3, P4?

P1, P2, P3, and P4 SLAs refer to different levels of priority assigned to specific issues or incidents. P1 SLAs are the highest priority, typically indicating critical system failures that require immediate attention, while P4 SLAs are lower priority issues that can be addressed within a longer timeframe.

Can SLAs be customized?

Yes, SLAs can and should be customized to meet the specific business needs and requirements of both parties and the nature of the services provided.

How to write a service level agreement?

How to write an SLA Evaluate your current service levels. Identify your objectives. Choose a contract format. Determine the level of service. Articulate the terms of the agreement. Clarify performance expectations. Outline payment expectations. Include appendices if necessary.

What is the SLA for a P3 incident?

SLA for P3 incident is typically 24-48 hours.

What is SLA in mail?

A service level agreement (SLA) is an outsourcing and technology vendor contract that outlines a level of service that a supplier promises to deliver to the customer. It outlines metrics such as uptime, delivery time, response time, and resolution time.

What are the three types of SLA?

What are the types of service level agreements? Customer-level SLA. A customer-based SLA is an agreement that covers all of the services used by a customer. Service-level SLA. A service-level SLA is a contract that details an identical service offered to multiple customers. Multi-level SLA.

What is a 4 hour SLA?

An SLA (Service Level Agreement) of 4 hours to site indicates that TeleSol Group commits to responding to critical incidents or infrastructure needs within a maximum of 4 hours, ensuring a prompt on-site presence to address the situation.

What is P1 P2 P3 P4 in ITIL?

- P1 (Critical): Complete server outage affecting the entire organization. - P2 (High): Major software issue impacting a large department. - P3 (Medium): Recurring problem with a business-critical application. - P4 (Low): A single users email is not working properly.

Email Service Level Agreement Template 2026

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