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

 

Not provided

 

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

 

Not Provided

 

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