Service Level Agreement (SLA)

What is Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is the service contract component between a service provider and a customer. An SLA provides specific and measurable aspects related to service offerings. For example, SLAs are often included in signed agreements between Internet Service Providers (ISP) and customers.
SLA is also known as an Operating Level Agreement (OLA) when it is used in an organization without an established or formal supplier-customer relationship.

By the late 1980s, SLAs were being used in most industries and markets. SLAs naturally define service outputs, but shift the methodology to the discretion of the service provider. Specific metrics vary by industry and SLA purpose.

SLA features include:

- Specific details and scope of the services provided, including priorities, responsibilities and guarantees

- Specific, expected and measurable services at the minimum or target level

- Informal or legally binding

- Descriptive tracking and reporting guidelines

- Detailed problem management procedures

- Detailed fees and expenses

– Duties und Verantwortlichkeiten des Kunden

- Disaster recovery procedures

- Agreement termination clauses

At the Outsourcing überträgt ein Kunde Teilgeschäftsaufgaben an einen externen Dienstleister. Das SLA dient als effizientes Contracting-Tool für aktuelle und kontinuierliche Arbeitsphasen von Providern und Kunden.