September 18, 2016

Services Level Agreements

Services Level Agreements

Services Level Agreements 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 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

IT Services Level Agreements

Services Level Agreements is a contract between service provider either internal or external and the end user that defines level of service expected from  service provider  SLAs are output-based in that their purpose is specifically to define what customer will receive Services Level Agreements


Services Level Agreements  SLAs are excellent tools for making performance visible and accountable. However SLAs aren’t used as frequently as you’d think. In part because it takes time and resources to create, then monitor and manage them.

Services Level Agreements  An agreement with individual customer group, covering all the services they use an SLA between a supplier IT service provider finance department of a large organization for services such as finance system, payroll system, billing system, procurement purchase system

Service-based Services Level Agreements  An agreement for all customers using services being delivered by the service provider

A mobile service provider offers a routine service to all customers and offers certain maintenance as a part of an offer with the universal charging.

An email system for entire organization. There are chances of difficulties arising in this type of SLA as level  services being offered may vary for different customers (example head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).

Multilevel SLA  is split into the different levels, each addressing different set of customers for the same services, in  same SLA

Corporate level Services Level Agreements  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 Services Level Agreements  covering all SLM issues relevant to the particular customer group, regardless of the services being used

Service-level Services Level Agreements covering all SLM issue relevant to the specific services in relation to this specific customer group