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Service Level Agreements: All You Need to Know

What is a Service Level Agreement? A Service Level Agreement (SLA) is an agreement between two or more parties, where one is the customer and the others are service providers. As the name suggests, it is an agreement that defines the terms of the service being offered to the customer. An SLA may address several areas including the availability of the service, the performance of the service, how it will operate, priorities, responsibilities of involved parties, guarantees, warranties, etc. Some of the most common users of Service Level Agreements would be for telecom companies, IT service providers, Internet Service Providers and Outsourcing. Service Level Agreements can be defined at different levels as follows: 1. 2. 3. Corporate Level: It covers all the issues which are same for the entire organization. Who needs a Service level agreement? SLA’s were originated with network service providers, but with the progressing world, they are now used in other fields as well. 1. 2. 3. 4. 1. 2. 3.

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