Service Level Agreement

A service level agreement (SLA) is the part of a service contract or a stand-alone document that formally defines the level of service to be delivered from one party to another.

A Service Level Agreement may also define:

The term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance.

There is a good description of achieving Service Levels in the IIMM - the International Infrastructure Management Manual in Section 3.1.

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External Links & References

  1. Wikipedia
  2. Sample Service Level Agreement (QGCIO)
  3. Google Search
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