SLA Review Checklist

Printable checklist

Use this checklist when reviewing service levels, support expectations, and escalation rules.

• Service hours are clear
• Response and resolution are separate
• Severity levels have examples
• Exclusions are understandable
• Buyer dependencies are listed
• Escalation contacts are named
• Reports have a schedule
• Missed-SLA review is required
• Recurring issues trigger root-cause review
• SLA is reviewed after transition

How to use it

Use the checklist as a meeting prompt. Unchecked items are not automatic deal-breakers, but they should be discussed before signing, transitioning, or renewing an outsourcing arrangement.