What an SLA Includes?

The details of an SLA will differ among internal and external agreements. Nonetheless, there are common building blocks that each SLA should be sure to include, whether the recipient of the service is your customer or your sales team.

HubSpot's Sales & Marketing SLA Template is the ideal resource for outlining your company's goals and reaching an agreement between these two crucial teams. Download it now and get to work. 

Read more: what is an SLA?

1. Summary of Agreement

The first item on your SLA should be an overview of the agreement. What service have you agreed to deliver to the other party? Summarize the service, to whom it's being delivered, and how the success of that service is to be measured.

2. Goals of Both Parties

In external SLAs -- those between a business and its customers -- the goals stated in the agreement are primarily those of the customer. If this is your intention, work with your client to marry their needs with the abilities of your product, and come up with a measurable goal that your company can feasibly meet for the client on a regular basis.

Is this an internal SLA between your sales and marketing departments? Both teams should have their goals outlined in this section of the contract, while making sure that when Marketing hits its goal, Sales can reach its own goal as a result.