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.
|Service Level Agreement.doc||115.5 KB|