Definition of Service Level Agreement/SLA

Service Level Agreement can be abbreviated to SLA. It refers to a service contract that exists between the end user and the service provider. The end user is the entity that is going to use the service as it is provided by the service provider. This formal agreement identifies a required level of service that the service provider must provide to the end user. Essentially, it is a contract that specifies all of the aspects relating to the service including responsibilities, guarantees, services, and other attributes of the service such as billing and violations.

The Service Level Agreement should include quite a few pieces of pertinent information along with the specified level of service. Support options should be included along with a statement as to the penalty stipulations for failure to provide services. The SLA can also include the specifics concerning available or offered software, hardware, customer support, and performance as it relates to uptime and downtime.

External links:

• Wikipedia explanation of Service Level Agreement SLA
• SLA TOOLKIT and guide
• SearchITChannel.com Definition
• SLA INFORMATION ZONE