A Service Level Agreement (SLA) is a contract between a service provider and a customer that specifies, in measurable terms, the services the provider will deliver to the customer. SLAs are often provided by service providers such as outsourcing companies to establish the quality of service they will provide the customer, for example, availability (24 hours/day, 7 days/week and 99% during scheduled hours), performance (response time for 98% queries in 1 minute), and timeliness.
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Service Level Agreement (SLA) Template
July 7th, 2009 · Comments Off · Business, Software Development
Tags:Agreement period·Backup and Recovery·Business Continuation·Expected Growth and Change·Logging Issues·Maintenance Continuity·Non-Scheduled Downtime·Performance Expectation·Periodic Review·Project Start-Up·Roles and Responsibilities·Schedule·Security·Service goals·Service Level Agreement·Service Provider Location·SLA·Terms and Conditions·Third Parties·Tracking Issues
