A Service Level Agreement (SLA) is a contract between a service provider and its customers that specifies 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 are a common part of many business contracts. These agreements can exist between businesses (B2B - Business to Business) or between a business and its customers (B2C - Business to Customer). They can cover a broad range of aspects, from the quality and availability of the services to the responsibilities of each party.
1. What is the purpose of an SLA? The main purpose of an SLA is to set expectations for service between the service provider and the customer and to provide a clear framework for the delivery of services. 2. What is typically included in an SLA? An SLA typically includes: the services provided, performance measurement, problem management, customer duties, warranties, disaster recovery, and termination of agreement.
SLA monitoring software helps ensure that all the conditions of an SLA are being met. Examples include ManageEngine OpManager, SolarWinds Network Performance Monitor, and Zabbix.
Some of the benefits of having an SLA include: clear communication, defined roles and responsibilities, and a set of agreed upon and measurable criteria.
In conclusion, an SLA is an important part of any business contract. It ensures that both parties have the same understanding about services, priorities, responsibilities and guarantees.