Service Level Agreement

A service level agreement (SLA) is the part of a service contract or a stand-alone document that formally defines the level of service to be delivered from one party to another.

A Service Level Agreement may also define:

• Milestones and Key Performance Indicators (KPIs) that are to be achieved,
• the service and the service level to be provided
• how performance under the agreement will be monitored and controlled.

The term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance.

There is a good description of achieving Service Levels in the IIMM - the International Infrastructure Management Manual in Section 3.1.

Related Pages

• Service Level

Contributors

The following site members have contributed to this page:

• darronlpasslow
• Wayne Eddy

External Links & References

1. Wikipedia
2. Sample Service Level Agreement (QGCIO)
3. Google Search