A service level agreement (SLA) is a contract between a service provider and a customer, defining the types and standards of services to be offered.

2024年3月15日 · An SLA is a documented agreement between a service provider and a customer that defines: (i) the level of service a customer should expect, while laying out the metrics by which service is measured, as well as (ii) remedies or penalties should agreed-upon service levels not be achieved. It is a critical component of any technology vendor contract.

A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships).

2024年5月30日 · A service level agreement (SLA) is a contract between a service provider and a customer that defines the service to be provided and the level of performance to be expected. An SLA also describes how performance will be measured and approved, and what happens if performance levels are not met.

2021年9月23日 · An IT service level agreement (SLA) is a written contract between a business and its IT provider that sets expectations around the level of service the customer can expect. This can include terms dealing with uptime, customer service response time, scheduled maintenance, and more.

An SLA (service level agreement) outlines expectations between a service provider and a customer. Learn how to set SLAs, measure performance and more.

2022年8月18日 · Typically included in every IT contract, an SLA provides an understanding between an IT provider and a customer about how quickly the provider will contact a customer after they initiate a service call and the amount of time it will take until their IT issue is resolved.

A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be...

2023年11月17日 · A service level agreement, often abbreviated as SLA, is used in IT and professional services to define what a vendor is expected to do. It’s part of the contract between any technology vendor and sets up what will be levied upon them if the agreement isn’t upheld.

2025年1月14日 · When a service issue arises, an SLA becomes the ultimate go-to document, spelling out all the key details like metrics, responsibilities, and performance expectations that were mutually agreed upon from the start. By having an SLA in place, both parties are protected.