What is SLA stands for?

A Service Level Agreement (SLA) is the service contract component between a service provider and customer. A SLA provides specific and measurable aspects related to service offerings. For example, SLAs are often included in signed agreements between Internet service providers (ISP) and customers.

SLAs features include:

1. Specific details and scope of provided services, including priorities, responsibilities and guarantees
2. Specific, expected and measurable services at minimum or target levels
3. Informal or legally binding
4. Descriptive tracking and reporting guidelines
5. Detailed problem management procedures
6. Detailed fees and expenses
7. Customer duties and responsibilities
8. Disaster recovery procedures
9. Agreement termination clauses

Some of the common components of SLA are-

• · Service – It involves details of the service to be provided and includes the functions such as operations, maintenance, equipment’s etc.
• · Reliability and responsiveness – A reliable service is considered with minimum downtime and maximum level of support.
• · Communication- This component includes the contact details to log the problem along with the time range within which it will be addressed.
• · Response time frame- This is the time-period within which the service provider will investigate and provide a resolution.
• · Repercussions – Whenever the service provider is not able to meet the performance levels or the statistics agreed upon then it has to face the consequences and the customer can terminate or may ask for the damages from the service provider.