Step 1: Define the scope and objectives: Identify the services to be covered under the SLA, determine the target audience, and set measurable objectives.

Step 2: Establish service level targets: Determine performance metrics and targets for the identified services.

Step 3: Define roles and responsibilities: Define the roles and responsibilities of the service provider and the client to ensure accountability.

Step 4: Outline service availability: Establish the expected hours of service, emergency procedures, and maintenance windows.

Step 5: Detail escalation and resolution procedures: Outline the process for escalating and resolving service incidents or issues.

Step 6: Include performance reporting: Establish a method of reporting performance to both the service provider and the client.

Step 7: Specify penalties and incentives: Define penalties and incentives for meeting or failing to meet service level targets.

Step 8: Establish governance and review procedures: Detail the process for reviewing and updating the SLA, including who is responsible for governance and oversight.

Step 9: Obtain approval and sign-off: Ensure that all parties involved in the SLA review and approve the agreement and sign-off on it.

Step 10: Implement and monitor the SLA: Implement the SLA and monitor performance to ensure that both the service provider and the client are meeting their obligations.