Service Level Agreement (SLA) - Revision history

User at 11:03, 7 April 2024

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User at 20:52, 3 January 2023

2023-01-03T20:52:33Z

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User at 21:47, 31 October 2022

2022-10-31T21:47:19Z

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User: A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.

2019-01-07T04:02:44Z

A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.

User: Created page with "'''Content Coming Soon'''"

2018-12-21T04:21:58Z

Created page with "'''Content Coming Soon'''"

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 *Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
 *Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla What is a service level agreement?]</ref>
 ==
-Key elements typically included in an SLA are: ==
+== Key elements typically included in an SLA are: ==
 *Scope of Services: A detailed description of the services to be provided and their expected performance levels.

@@ Line 7: / Line 7: @@
 *Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
 *Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla What is a service level agreement?]</ref>
@@ Line 21: / Line 35: @@
 === See Also ===
 *[[Service Level Management (SLM)]]
 *[[Operational Level Agreement (OLA)]]

← Older revision		Revision as of 20:52, 3 January 2023
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	=== See Also ===		=== See Also ===
	*[[Service Level Management (SLM)]]		*[[Service Level Management (SLM)]]
		+	*[[Operational Level Agreement (OLA)]]

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-A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are [[output]]-based in that their purpose is specifically to define what the [[customer]] will receive. SLAs do not define how the service itself is provided or delivered. The SLA an [[Internet]] [[Service Provider]] (ISP) will provide its customers is a basic example of an SLA from an external service provider. The [[metrics]] that define levels of service for an ISP should aim to guarantee:
+A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The SLA an Internet Service Provider (ISP) will provide its customers is a basic example of an SLA from an external service provider. The metrics that define levels of service for an ISP should aim to guarantee:
-*A description of the service being provided – maintenance of areas such as [[network]] connectivity, domain name servers, dynamic host configuration protocol servers
+*A description of the service being provided – maintenance of areas such as network connectivity, domain name servers, dynamic host configuration protocol servers
 *Reliability – when the service is available (percentage uptime) and the limits outages can be expected to stay within
 *Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
-*Procedure for reporting problems - who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently
+*Procedure for reporting problems - who can be contacted, how problems will be reported, the procedure for escalation, and what other steps are taken to resolve the problem efficiently
-*Monitoring and reporting service level – who will monitor performance, what [[data]] will be collected and how often as well as how much access the customer is given to performance statistics
+*Monitoring and reporting service level – who will monitor performance, what data will be collected, and how often as well as how much access the customer is given to performance statistics
 *Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
-*Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>What is a service level agreement?[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla Palo Alto Networks]</ref>
+*Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla What is a service level agreement?]</ref>
 Service level agreements are also defined at different levels:
-*Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a [[supplier]] (IT service provider) and the finance department of a large [[organization]] for the services such as finance [[system]], payroll system, billing system, [[procurement]]/purchase system, etc.
+*Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.
 *Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example:
-**A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with the universal charging.
+**A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with universal charging.
-**An email system for the entire organization. There are chances of difficulties arising in this type of SLA as level of the services being offered may vary for different customers (for example,  head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).
+**An email system for the entire organization. There are chances of difficulties arising in this type of SLA as the level of the services being offered may vary for different customers (for example,  head office staff may use high-speed LAN connections while local offices may have to use a lower-speed leased line).
-*Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
+*Multilevel SLA: The SLA is split into different levels, each addressing a different set of customers for the same services, in the same SLA.
-**Corporate-level SLA: Covering all the generic service level [[management]] (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues   are likely to be less volatile and so updates (SLA reviews) are less frequently required.
+**Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required.
 **Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
-**Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.<ref>Service-level agreement overview [https://en.wikipedia.org/wiki/Service-level_agreement Wikipedia]</ref>
+**Service-level SLA: covering all SLM issues relevant to the specific services, in relation to this specific customer group.<ref>[https://en.wikipedia.org/wiki/Service-level_agreement Service-level agreement overview]</ref>
 === See Also ===
 *[[Service Level Management (SLM)]]
@@ Line 31: / Line 29: @@
 ===Further Reading===
-*SLA Definitions and Solutions [http://www.cio.com/article/2438284/outsourcing/sla-definitions-and-solutions.html cio.com]
+*[http://www.cio.com/article/2438284/outsourcing/sla-definitions-and-solutions.html SLA Definitions and Solutions]
-*Why service level agreements are dead [http://www.cio.com/article/3064599/it-industry/why-service-level-agreements-are-dead.html cio.com]
+*[http://www.cio.com/article/3064599/it-industry/why-service-level-agreements-are-dead.html Why service level agreements are dead]

@@ Line 1: / Line 1: @@
-A [[service]] level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are [[output]]-based in that their purpose is specifically to define what the [[customer]] will receive. SLAs do not define how the service itself is provided or delivered. The SLA an [[Internet]] [[Service Provider]] (ISP) will provide its customers is a basic example of an SLA from an external service provider. The [[metrics]] that define levels of service for an ISP should aim to guarantee:
+A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are [[output]]-based in that their purpose is specifically to define what the [[customer]] will receive. SLAs do not define how the service itself is provided or delivered. The SLA an [[Internet]] [[Service Provider]] (ISP) will provide its customers is a basic example of an SLA from an external service provider. The [[metrics]] that define levels of service for an ISP should aim to guarantee:
 *A description of the service being provided – maintenance of areas such as [[network]] connectivity, domain name servers, dynamic host configuration protocol servers
 *Reliability – when the service is available (percentage uptime) and the limits outages can be expected to stay within
 *Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
 *Procedure for reporting problems - who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently
-*Monitoring and reporting service level – who will monitor performance, what [[data]] will be collected and how often as well as how much access the customer is given to performance [[statistics]]
+*Monitoring and reporting service level – who will monitor performance, what [[data]] will be collected and how often as well as how much access the customer is given to performance statistics
 *Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
 *Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>What is a service level agreement?[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla Palo Alto Networks]</ref>
@@ Line 21: / Line 21: @@
 === See Also ===
 *[[Service Level Management (SLM)]]
 *[[Service Level Objective (SLO)]]

← Older revision		Revision as of 21:47, 31 October 2022
Line 18:		Line 18:
	**Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.		**Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
	**Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.<ref>Service-level agreement overview [https://en.wikipedia.org/wiki/Service-level_agreement Wikipedia]</ref>		**Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.<ref>Service-level agreement overview [https://en.wikipedia.org/wiki/Service-level_agreement Wikipedia]</ref>
		+
		+
		+	=== See Also ===
		+	*[[Service]]
		+	*[[Service Level Management (SLM)]]
		+	*[[Service Level Objective (SLO)]]
		+	*[[Service Level Requirements (SLR)]]

← Older revision		Revision as of 04:02, 7 January 2019
Line 1:		Line 1:
−	~~'''Content Coming Soon'''~~	+	A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The SLA an Internet Service Provider (ISP) will provide its customers is a basic example of an SLA from an external service provider. The metrics that define levels of service for an ISP should aim to guarantee:
		+	*A description of the service being provided – maintenance of areas such as network connectivity, domain name servers, dynamic host configuration protocol servers
		+	*Reliability – when the service is available (percentage uptime) and the limits outages can be expected to stay within
		+	*Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
		+	*Procedure for reporting problems - who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently
		+	*Monitoring and reporting service level – who will monitor performance, what data will be collected and how often as well as how much access the customer is given to performance statistics
		+	*Consequences for not meeting service obligations – may include credit or reimbursement to customers, or enabling the customer to terminate the relationship.
		+	*Escape clauses or constraints – circumstances under which the level of service promised does not apply.<ref>What is a service level agreement?[https://www.paloaltonetworks.com/documentation/glossary/what-is-a-service-level-agreement-sla Palo Alto Networks]</ref>
		+
		+
		+	Service level agreements are also defined at different levels:
		+	*Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.
		+	*Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example:
		+	**A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with the universal charging.
		+	**An email system for the entire organization. There are chances of difficulties arising in this type of SLA as level of the services being offered may vary for different customers (for example, head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).
		+	*Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
		+	**Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required.
		+	**Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
		+	**Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.<ref>Service-level agreement overview [https://en.wikipedia.org/wiki/Service-level_agreement Wikipedia]</ref>
		+
		+
		+	===References===
		+	<references />
		+
		+
		+	===Further Reading===
		+	*SLA Definitions and Solutions [http://www.cio.com/article/2438284/outsourcing/sla-definitions-and-solutions.html cio.com]
		+	*Why service level agreements are dead [http://www.cio.com/article/3064599/it-industry/why-service-level-agreements-are-dead.html cio.com]