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.













Recovery Time Objective


< 4 hrs


Recovery Point Objective


20 minute data loss window


Service Window


(Weekly) Sunday 1am-2am (PST)









HTTP/HTTPS (http://InternalSharePoint)


Internet Access




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 ( domain




Yes, centrally hosted, user self provisioned


Office Communicator


Yes (Client needs client software)


Document Management








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