A Service Level Agreement (SLA) is a formal agreement between a service provider and a customer. It describes the terms and conditions under which the service will be provided and specifies specific measurable metrics to evaluate the service. Indicators can include quality, availability, and response times, as well as other parameters.

The SLA can contain detailed information about the service provider’s obligations. It spells out the level of service and the consequences for the service provider if the terms of the agreement are not met. For example, often the provider specifies a guaranteed level of availability and compensation for the customer if the level falls below the stated level. 99.95% availability means that downtime should not exceed 22 minutes per month.

You can also specify in the agreement:

  • agreed-upon uptime (e.g., 24/7);
  • agreed support time (for example, 10:00-18:00, Mon-Fri);
  • the permissible downtime;
  • maximum reaction time.

In general, SLA is an important document, the main purpose of which is to ensure that the level of services provided meets the expectations of customers. It helps to create transparent working conditions and increase confidence in the service provider. It also provides a basis for resolving disputes that may arise in the process of service provision.

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