A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. Then, the customer should indicate successively the expected performance standards for each service. It depends on the service. Based on the reporting example above, a potential service level could be 99.5%. However, this must be carefully weighed. Often, a customer wants performance standards at the highest level. While this is understandable, it could prove impossible, unnecessary or very costly in practice. On the other hand, the service provider may argue that service levels should be deliberately low in order to ensure that the service can be provided at a competitive price. It`s all a matter of judgment and the customer needs to carefully evaluate each level of service – often individual services are weighted differently based on their business importance.

Performance standards for the availability of an online service are generally high, as it is essential for the customer to ensure permanent availability of the service. Other individual services may be less important and service levels for these may be set at a lower level. Add a definition and short description concepts used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information may also be spread over appropriate sections of this document, instead of cooperating in a single section. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs.

Remember that these documents are flexible and unique..