Knowra Service-level agreement Service-level agreement A service-level agreement (SLA) is a contract that defines the performance, availability, and support a service provider commits to deliver. It commonly specifies measurable targets, how they are monitored, and remedies for missed commitments.
Service-level objective : A measurable target for a service, such as an availability percentage or response time. SLAs commonly make these targets contractual commitments.
Cloud computing : The delivery of computing resources over networks as on-demand services. Cloud providers publish SLAs for uptime, support, and service-specific performance.
Service catalog : An organized listing of services available to users, with descriptions and access or support details. An SLA's commitments need a clearly identified service and scope.
Operating-level agreement : An internal agreement between teams that supports delivery of commitments made to external customers. Unlike an SLA, an OLA typically governs cooperation among provider-side teams.
Service-level indicator : A quantitative measure used to assess a service, such as latency, availability, or error rate. Indicators supply the measurements used to judge whether SLA targets are met.
Managed services : The practice of outsourcing ongoing responsibility for operating or maintaining technology services. Managed-service contracts use SLAs to define provider duties and response commitments.
Service-level management : The practice of negotiating, monitoring, and reviewing agreements between service providers and customers. This discipline administers SLAs throughout the service relationship.
Underpinning contract : A contract between a service provider and a supplier whose services support the provider's customer commitments. It supports an SLA through supplier obligations rather than binding the customer relationship.
Availability : The proportion of time a system or service is operational and accessible. Availability is one of the most common performance commitments in an SLA.
IT service management : The organizational discipline of designing, delivering, operating, and improving information technology services. SLAs formalize service expectations within IT service management.
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