1. An agreement among two or more parties that establishes measurable levels of service and expectations for that service. 2. (IRM) An agreement between end users and the help desk defining the boundaries of acceptable service and details the associated fees for help desk services rendered. The SLA defines users expectations and serves as a guidepost for establishing and measuring performance goals.
A contract between the provider and the user that specifies the level of service that is expected during its term.
A formal agreement between an internal provider and an internal receiver (customer).
An agreement between the help desk and a customer to provide a certain level of service.
(-) A formal agreement between commissioning and provider organisations.
SLA): defined minimum performance measures at or above which the service delivered is considered acceptable.
the National Office for the Information Economy has an agreement with the Department of Communications, Information Technology and the Arts that covers the provision of a range of corporate services to NOIE.
A documentation of specific expectations to be provided by a support or service organization or an individual. For computer related providers, the items documented and approved may include requirements for recovery time objective, notification time lines and individuals to contact, off-site back-up and storage, post-disaster workspace definitions and many more items which you do not want to assume will be available or be completed. For transportation providers the items included may be type of transportation vehicle, departure and arrival time frames, bonding requirements, trip plans, etc. Each SLA is unique and as specific as you require for the service being covered by the agreement. A comprehensive SLA should include metrics for terms of the agreement. Including, parties involved, timeframe of the agreement, the process for determining the metrics and any penalty for non-compliance.
The definition of a level of service provided by the IT department for a particular system. Service level agreements can be established for availability (24 hours/day, 7 days/week and 98% during scheduled hours), for performance (response time for 95% queries in 1 minute or less), for timeliness of the data (weekly data available 6 AM Monday morning), or for other reasons. Contract with a service provider â€“ be it an internal IT organization, an ASP, or an outsourcer â€“ specifying discrete reliability and availability requirements for a given system. Might also include such requirements as support of certain technology standards or data volumes. Outsourcer's failure to adhere to the terms laid out in the SLA could result in financial penalties.
a commitment to provide an agreed minimum standard of response and service quality to a customer
a contract between a company and a vendor defining the activities being outsourced, expected performance levels, and penalties if these are not met
a contract between a network Service Provider and a customer, which defines the terms of types of services, quality of services and the customer payment
a contract between an IT organization and a customer (organization) which describes the IT services to be delivered
a contract between a service provider and a client that specifies a certain level of service to be provided
a core part of modern Help Desk provision
a documented agreement between IT and its Customer (Internal to an Organisation), on the levels of a service being provided
a formal (electronic) contract on the part of a subscribing process to be able to access a given (web) service
an agreement between two parties for the delivery of specified services by a "Supplier" or vendor to another party, the "Client"
an assurance by a service provider that it will provide a certain service performance, normally defined in terms of percentage of downtime in a period
an excellent tool for helping two parties improve communications, manage expectations, clarify responsibilities and build the foundation for a win-win relationship
a written contract between a provider of a service and the customer of the service
parameters dictated by a business unit to a service provider as to performance, availability, and resiliency.
A written agreement between the service provider and its customer(s) that documents agreed service levels and key service targets, the responsibilities of both parties and how service performance is to be measured.
An SLA is a contract or addendum to a contract that defines the type, value, conditions and penalty violations of the outsourcing services to be provided.
An agreement between the supplier of a service and the users of that service that sets out the levels of service that will be offered, preferably in quantitative terms, and the obligations on the user of the service.
A formal written agreement made between two parties: the service provider and the service recipient. The SLA itself defines the basis of understanding between the two parties for delivery of the service itself. The document can be quite complex, and sometimes underpins a formal contract. Generally, an SLA should contain clauses that define a specified level of service, support options, incentive awards for service levels exceeded and/or penalty provisions for services not provided.
A contract between your IT group and users that specifies what performance levels are acceptable for services, such as equipment replacement and network downtime.
These are contracts agreed between PCTs and service providers such as NHS Trusts. They are agreed on an annual basis.
A contract in which a service provider agrees to deliver a minimum level of service.
An SLA is a contract or addendum to a contract that defines the type, value and conditions of the outsourcing services to be provided. Typically, SLAs address quality of service conditions, such as response time, availability, speed, et cetera.
The internal or external agreement or contract between the IT organization and the business area that sets expectations and measurements of service levels for a specific system or application (i.e. reservations system).
A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish.
An agreement made between two or more parts of Government – within Departments or between Departments – to provide services to a specified performance level which, although not enforceable in law, will be regarded as binding.
A contract between the Help Desk and the customer that contains the expectations and commitment to the services the Help Desk provides to the customer. The SLA includes the commitment of the Help Desk to provide specific service within a specific time frame with specific results.
An SLA is an agreement concerning a measurable level of service between the service provider and the service receiver.
A written agreement between a service provider and Customer(s) that documents agreed service levels for a service.
A binding contract which formally specifies end-user expectation about the solution and tolerances. It is a collection of service level requirements that have been negotiated and mutually agreed upon by the information providers and the information consumers. The SLA has three attributes: STRUCTURE, PRECISION, AND FEASIBILITY. This agreement establishes expectations and impacts the design of the components of the data warehouse solution.
The level of service that user organisations can expect of Webstore. See 'terms and conditions'.
A contract provision between any supplier and any user that stipulates the level of service to be provided, the methods of measuring the service provisioned and remedies or bonuses for over/under performance. 1 May. 2006 Definition
An agreement between a service provider and service user as to the nature, quality, availability and scope of the service to be provided.
Formal document that specifically details the help desk services an outsourcer will provide to a client company.
An agreement that sets out the standard of performance required for the delivery of services under a contract.
A type of contract where (typically) a public body agrees to pay a set sum of money in return for a specified level of service, which may be quantified in terms like 'number of clients advised' in a given period, and to what standard. Charities may also have SLAs with their suppliers, such as around support of ICT, database systems. Complexity and issues dealt with will vary immensely depending on context. See Contracts on the Working Relations page.
A contract between a service provider and a user that specifies the level of service expected during a contract term. Service level agreements determine how performance will be measured and, in the event of underperformance, how the penalties will be calculated and paid.
A formal agreement between a service provider (whether internal or external) and their client (whether internal or external) which covers the nature, quality, availability, scope and response of the service provider.
An agreement between the Computer Department and its customers, defining the level of service provided and the responsibilities of the customer. At BCIT, this is a special service agreement for a group or department requiring support which differs from that listed in the service catalogue.
A memorandum, often accompanying a grant, which sets out the understandings of the public body and the TSO about the service to be provided.
Performance objectives reached by consensus between the user and the provider of a service, or between an outsourcer and an organization. A service level agreement specifies a variety of performance standards that may or may not include "service level." See Service Level.
A service-level agreement is a contract that defines the technical support or business parameters that an application service provider or other IT outsourcing firm will provide its clients. The agreement typically spells out measures for performance and consequences for failure.
A contract between a provider and user that specifies a level of network service, such as bandwidth availability, network uptime and other measures of network performance. It also specifies remunerations if these service levels are not met.
Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed upon. An SLA is therefore not a type of service contract, but rather a part of a service contract. A service contract can contain zero, one, or more SLAs.