A service-level agreement, or SLA, can be described as a specific service level or performance objective that an IT provider is committed to comply with or exceed during the time covered by the agreement. Organizations use the terms of an SLA to define such things as acceptable response times for processing individual transactions or identifying and resolving various types of computing and telecommunication operating and effectiveness problems. Additionally, an SLA should stipulate the penalties for the supplier’s failure to achieve one or more service or quality levels. 

This KnowledgeLeader tool includes two sample work programs to assist you with auditing the controls related to an SLA. Both samples include the project work steps for the planning, fieldwork, final reporting and other administrative phases of the SLC audit process. Sample 2 also includes a list of steps for auditing disclosure statements 1.1-1.7.