Scribd
Upload
17 views

SLA - Service Level Agreement

Uploaded by

madhuvanthi611
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
17 views

SLA - Service Level Agreement

Uploaded by

madhuvanthi611
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 10

SLA – Service Level

Agreement
A commitment between a service
provider and a client.

 Particular aspects of the service, such


as quality, availability, responsibilities are
agreed upon between the service provider
and the service user.
 The Service Level Agreement includes:
◦ Detailed service overview
◦ Speed of service delivery
◦ Plan for performance monitoring
◦ Description of the reporting procedure
◦ List of penalties that will be applied in case of
agreement violations
◦ Constraints
Types of SLA
Customer-based SLA
This type of agreement is used for
individual customers and comprises all
relevant services that a client may need
while leveraging only one contract.

Itcontains details regarding the type and


quality of service that has been agreed
upon.
Service-based SLA
This SLA is a contract that includes one
identical type of service for all of its
customers.

Because the service is limited to one


unchanging standard, it is more
straightforward and convenient for vendors.
Multi-level SLA
 Corporate level: This SLA does not require frequent updates since
its issues are typically unchanging. It includes a comprehensive
discussion of all the relevant aspects of the agreement and applies
to all customers in the end-user organization.

 Customer level: This contract discusses all service issues that are
associated with a specific group of customers. However, it does not
take into consideration the type of user services.
For example, when an organization requests that the security level
in one of its departments is strengthened. In this situation, the entire
company is secured by one security agency but requires that one of
its customers is more secure for specific reasons.

 Service level: In this agreement, all aspects attributed to a


particular service regarding a customer group are included.
Components of SLA
Document overview
Strategic goals
Description of services
Exclusions
Service performance
Redressing
Stakeholders
Security
Risk management and disaster recovery.
Service tracking and reporting.
Periodic review and change processes.
Termination process
SLA SAMPLE

You might also like