MOU and SLA outline template

This short post gives some context for what is an MOU  or SLA and a basic structure or template for what could go into a MOU. This is focused more on an internal MOU between two departments within a corporation rather than a contractual MOU between a customer and supplier.

You can get the template here.

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This post is part of a number of articles on projects, you can read more here.

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• PMO Project checklist​
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Objective
 
A service-level agreement (SLA) is a part of a standardized service contract where a service is formally defined. Particular aspects of the service – scope, quality, and responsibilities – are agreed between the service provider and the service user.
 
Internal departments (such as IT, HR, and real estate) in larger organizations have adopted the idea of using service-level agreements with their "internal" customers — users in other departments within the same organization. One benefit of this can be to enable the quality of service to be benchmarked with that agreed across multiple locations or between different business units. This internal benchmarking can also be used to market test and provide a value comparison between an in-house department and an external service provider.
 
Contents

• Introduction
• Guiding Principles
• Scope
• Deliverables (including service and format of what will be delivered)
• Project management
• Dependencies
• Assumptions
• Exclusions
• Party A responsibilities
• Party B responsibilities
• RACI
• Acceptance process
• Tracking & reporting
• Change control
• Commercials
• Billing schedule
• Approval

 
 
RACI
 
Responsible
               
Those who do the work to achieve the task. There is typically one role with a participation type of Responsible, although others can be delegated to assist in the work required (see also RASCI below for separately identifying those who participate in a supporting role).               
 
Accountable (also Approver or final Approving authority)               
 
The one ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom Responsible is accountable. In other words, an Accountable must sign off (Approve) on work that Responsible provides. There must be only one Accountable specified for each task or deliverable.               
 
Consulted               
 
Those whose opinions are sought; and with whom there is two-way communication.               
 
Informed    
           
Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.     
 
Thanks for reading
Andrew Everett         ​