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What is a Service Level Agreement


A service level agreement (SLA) is a contract between an (IT) service provider and a customer or user that defines the level of service that the provider will deliver. It typically includes specific performance metrics, such as uptime, response time, and resolution time, that the provider must meet in order to meet the terms of the agreement. SLAs are commonly used in IT service management to ensure that (IT) services meet the needs and expectations of customers or users. An Experience Level Agreement (XLA) is similar to an SLA, but focuses on the user experience of IT services rather than specific performance metrics.

Service Level Agreement example SLA

Here is an example of a service level agreement (SLA) for a managed IT service provider:

  • Service availability: The provider will ensure that the IT services covered under this agreement are available 99.9% of the time.
  • Response time: The provider will respond to service requests within two hours during business hours and within four hours outside of business hours.
  • Resolution time: The provider will resolve service requests within four business days for Level 1 issues and within eight business days for Level 2 issues.
  • Communication: The provider will provide regular updates on the status of service requests and will notify the customer of any planned outages or maintenance activities that may affect the availability of the IT services.
  • Service credits: If the provider fails to meet the terms of this SLA, the customer may be eligible for service credits as compensation.

Service Level Management

Service level management is the process of managing the delivery of (IT) services to meet the needs and expectations of customers or users. SLM involves monitoring and reporting on the performance of (IT) services against the terms of the SLA or XLA, and taking corrective action as needed to ensure that they meet the agreed-upon levels of performance and quality. It is an important part of (IT) service management, as it helps ensure that (IT) services are delivered consistently and effectively to meet the needs of customers and users.

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