Service Level Agreement (SLA) is a formal written agreement made between two parties: the service provider and the service recipient.Generally, a SLA should contain clauses that define a specified level of service, support options, incentive awards for service levels exceeded and/or penalty provisions for services not provided. Before having such agreements with customers the IT services need to have a good quality of these services, Quality management will try to improve the Quality of service, whereas the SLAs will try to keep the quality and guarantee the quality to the customer.
Typical Service Level Agreement Contents: Services Delivered Performance Problem Management Customer Duties Warranties & Remedies Security Disaster Recovery Termination
Friday, March 21, 2008
Service Level Agreements
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Some metrics 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 benchmarks to which actual performance will be periodically compared
The schedule for notification in advance of network changes that may affect users
Help desk response time for various classes of problems
Dial-in access availability
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