Service Level Agreement

A Service Level Agreement (SLA) is a contract between a service provider and a customer that specifies, usually in measurable terms, what services the service provider will furnish. As a service provider to enterprises it is paramount to measure and report on the level of service to justify its cost level.

Some metric that SLAs may specify include:

  • What percentage of the time services will be available
  • The number of users that can be served simultaneously
  • Specific performance benchmark to which actual performance will be periodically compared
  • The schedule for notification in advance of changes that may affect users
  • Help desk response time for various classes of problems
  • Usage statistics that will be provided

The attachment contains the guidelines for the setup and management of service levels to a client for IT services.

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Service Level Agreement.doc115.5 KB