This is a very basic sample of a service level agreement for SharePoint. This would be more typical of providing an SLA to an internal department of an organization. Providing an SLA to an external party would probably include an additional set of items around penalties, charges, terms of use etc.
SERVICE ITEM
SERVICE COMMITTMENT
.
Availability
99.9%
Recovery Time Objective
< 4 hrs
Recovery Point Objective
20 minute data loss window
Service Window
(Weekly) Sunday 1am-2am (PST)
Interface
HTTP/HTTPS (http://InternalSharePoint)
Internet Access
HTTPS (https://sharepoint.external.com)
Remote Administration
Not provided
SharePoint Designer Access
Self Provisioning
End Users - http://MySite Power Users - http://team/Sites Division Heads - http://Divisions/Sites All other provisioning through Help Desk
Dedicated SSP
Yes, help desk administered
Enterprise Search
Yes, 50 Million items
Exchange Integration
Not Provided
Business Data Catalog
User Profiles
Yes, from (Internal.com) domain
MySites
Yes, centrally hosted, user self provisioned
Office Communicator
Yes (Client needs client software)
Document Management
Yes
Custom Branding
Yes, 2 Master Pages, 4 custom page layouts
3rd Part Web Parts
Yes, but only from approved Enterprise Directory
Custom Code Deployment
Not available
Dedicated Resources
2 Dedicated Web Applications - Shared Infrastructure
Total Storage
25 GB - $5 per additional GB
User Support
Tier 1 - Help Desk, Tier 2 - Technical Team
Support Fees
200 cases per calendar year, $225 per additional case
User Training
Online Courses