Definition
The abbreviation SLA stands for Service Level Agreement. This describes an agreement between a client and a service provider. This agreement covers the provision of the agreed service.
Contents of an SLA
Service Level Agreements are frequently concluded in IT. Important contents of this SLA agreement are, for example:
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Response time With an SLA agreement, a response time can be defined. This defines the time window within the service provider’s operating hours in which a client will receive a response to their request.
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Availability / Accessibility In an SLA contract, the time window is defined here in which the service or the service offering is available.
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Recurring activities
Here the SLA contract includes regularly recurring activities, such as updates.
- Backups The number of backups can be agreed in an SLA framework contract.