Service-level agreement

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Service-level agreement

Dbpedia

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A service-level agreement (SLA) is defined as an official commitment that prevails between a service provider and the customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. The most common component of SLA is that the services should be provided to the customer as agreed upon in the contract. As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); identifying which party is responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter; or similar measurable details.

English Wikipedia http://en.wikipedia.org/wiki/Service-level_agreement

Spanish wikipedia http://es.wikipedia.org/wiki/Acuerdo_de_nivel_de_servicio

Wiki page external link http://www.s-cube-network.eu/km/terms/s/service-level-agreement http://www.research.ibm.com/people/a/akeller/Data/WSLASpecV1-20030128.pdf