HR Service SLA Management Checklist Template

Follow this process to create a service level agreement between you (the HR service provider) and a customer.

Introduction:

A service level agreement (SLA) is a document that creates trust, enforces reliability, and keeps both the supplier and the customer on the same page.

Here at Process Street, we created a general Service Level Agreement Template Process to guide you through the process of creating a comprehensive SLA from scratch.

Now, we decided to expand our SLA template offering by creating additional templates to address a variety of industries and use cases. This template is focused on HR services.

This checklist will walk you through the document creation process as well as a simple 3-month review process to ensure the HR service provider - customer relationship runs smoothly.

With this SLA management checklist, you input relevant information in each task, including:

• Information about the companies (stakeholders) involved
• The purpose, goal, and objectives of the service level agreement
• How long the agreement will last
• Who will review performance over time
• The IT services being supplied to the customer
• The requirements of both the HRservices company and customer
• Ways to contact both the HR services company and customer
• A review process each month that includes:
  • Review of service requirements
  • Evaluation of metrics and other important data
  • İmplementation of any necessary changes to the SLA

  Let's get started!

  A little info about Process Street

  Process Street is superpowered checklists. By using our software to document your processes, you are instantly creating an actionable workflow in which tasks can be assigned to team members, automated, and monitored in real-time to ensure they are being executed as intended, each and every time.

  The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.

  Define who the agreement involves

  Define who's involved with the agreement by filling out the below form fields.

  The first party involved is your organization, so include your company's name, email of the main point of contact for this SLA (which is most likely yourself), and the email of that person.

  After doing that, include the details of the other party (stakeholder) involved with this SLA: The customer that wants to make use of your HR services.

  Your company name
  Name of your company's main contact
  Customer company's name
  Name of customer company's main contact
  Customer company's telephone number
  Customer company's office hours
  

  The agreement's purpose:

  In the following section, you'll write down the purpose of the SLA.

  If you aren't sure of what "purpose" means in this context, it's essentially a quick, general overview of what the SLA sets out to do.

  To help you out, here's an example of what TechHelpDirect wrote as the purpose in their SLA:

  "The purpose of this Agreement is to communicate the elements and commitments in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider." - TechHelpDirect, Standard (Pay As You Go) & Pre-Paid Support Package Service Level Agreement

  You'll also notice that each task has a stop task applied. This means the current task must be completed before moving onto the others.

  To learn more about stop tasks and how they work, check out the video below.

  Write down the purpose of the agreement

  Write down the purpose of the agreement in the text box below.

  As the purpose of an agreement will differ with each customer, it's best to write it from scratch for every new client.

  In the text box, write down the purpose of the SLA.

  Again, if you're new to SLA writing, remember to check out Tech Help Direct's SLA to understand what to do here.

  What is the purpose of this SLA?
  

  

  The agreement's goal:

  Now that you've defined what the SLA is and you've provided the purpose, the next step is to specify the goal of the SLA.

  Although the two terms may strike you as similar, a goal differs from purpose.

  A goal is the preferred outcome of the SLA. To draw from TechHelpDirect's SLA again, in the goal section, they've written the following:

  "The goal of this Agreement is to obtain mutual understanding for IT service provision between the Service Provider(s) and Client(s)." - TechHelpDirect, Standard (Pay As You Go) & Pre-Paid Support Package Service Level Agreement

  Note the goal of the agreement

  Note the goal of the agreement.

  Consider what the goal of the agreement is, then, once you've come to your conclusion, write down the goal in the long text box below.

  What is the goal of the agreement?
  

  

  The agreement's objectives:

  Next up is specifying the agreement's objectives.

  Objectives are the main points the SLA sets out to do. Think of it as similar to the purpose you wrote in task #5, but this time, you're deep-diving into the specifics.

  TechHelpDirect wrote the following for their objectives section:

  "The objectives of this Agreement are to:

  • Provide clear reference to service time frames.
  • Present a clear, concise and measurable description of service provision to the Client.
  • Match perceptions of expected service provision with actual service support and delivery." - TechHelpDirect, Standard (Pay As You Go) & Pre-Paid Support Package Service Level Agreement

  Specify the objectives of the agreement

  Specify the objectives of the agreement in the text boxes.

  After reading TechHelpDirect's example, consider the three most important objectives of this particular SLA.

  Then, add each objective to the corresponding text boxes.

  SLA objective #1
  SLA objective #2
  SLA objective #3
  

  The agreement's duration:

  Like all good things, SLAs at some point must come to end.

  In the next section, you'll be certifying and confirming how long the SLA will last, defining when the SLA should be reviewed (in case it needs to be ended early, for instance), and who will do the reviewing.

  Certify how long the SLA will last

  Certify how long the SLA will last by adding the SLA's start date and end date.

  For everybody involved, it's important to know the exact dates when an SLA begins and ends.

  Even if the working relationship develops into a longterm arrangement that lasts many years, it's a necessity to clearly state the agreement's length-based parameters.

  Add the SLA's start date in the "SLA start date" time/date form field, and the SLA's end date in the "SLA end date" time/date form field.

  SLA start date Date will be set here SLA end date Date will be set here

  Confirm performance review protocols

  Confirm performance review protocols (i.e. who will do the performance review, when, etc) by providing answers in the below form fields.

  Once an SLA has been agreed upon, performance from all sides should be frequently reviewed to ensure the arrangement is ticking along well.

  Below, answer "Who will do the performance review?" (for all parties), "What is the performance review period?", and "When is the next review date?" via the appropriate form fields.

  Who will do the performance review (service side)?
  Who will do the performance review (customer side)?
  What is the performance review frequency?
  When is the next performance review date? Date will be set here

  

  The service provider's services and requirements:

  The tasks in this section tackle the nitty-gritty: The core information of any SLA.

  Specifically, you'll be creating a list of the services you'll be supplying, describing them in detail, and then noting down the requirement (responsibilities) you'll abide to.

  When describing the services in detail, remember to include specific parameters including how long it should take to carry out the services, where, and what happens in emergency situations.

  Take the following text from TechHelpDirect as an example:

  "Onsite Assistance
  
  Guaranteed within 48 hours when submitted during business hours. If the request is urgent within business hours, a technician can be guaranteed onsite within four (4) hours. Additional service fees apply for urgent support.

  For urgent onsite assistance in out of office hours, the Client must log a “high priority” support ticket or call 1300 622 843 to leave a phone message, which will be directly emailed to a technician. Out of office hours and emergency onsite support is not guaranteed in standard PAYG service terms or pre-paid support packages, but rather, are subject to availability of technical staff. Additional service rates apply for urgent support in out of office hours and emergency support." - TechHelpDirect, Standard (Pay As You Go) & Pre-Paid Support Package Service Level Agreement

  Create a list of services to be supplied

  Create a general list of services to be supplied to the client.

  In the provided form field, write down (vertically) a list of HR services your company will supply to the customer.

  Typical HR services include:

  • Payroll administration
  • Tax management
  • Employee benefits (including health, medical and life insurance, 401(k) plans)
  • Recruiting, hiring and firing

  Now, write down your list of services below.

  List of services to supply
  

  Describe services to be supplied in detail

  Describe the services to be supplied in greater detail.

  Thanks to variables, you'll see the list you wrote in the previous task below.

  Use this list as a reference point, and expand on what those HR services entail, exactly.