Service Level Agreement English Definition

A Service Level Commitment (SLC) is a broader and more general form of an SLA. They are different because an SLA is bidirectional and consists of two teams. In contrast, an SLC is a one-sided obligation that defines what a team can guarantee to its customers at all times. The service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of availability of the service, standards such as the window of opportunity for each level of service (for example, prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY. In addition to defining performance metrics, an SLA can contain a downtime management plan and documentation on how the service provider will compensate customers in the event of a breach of contract. Service credits are a typical way. For example, service providers may provide credits corresponding to the period during which they exceeded the AA performance guarantee. A service provider may limit penalties to a maximum dollar amount to limit the risk. SLAs are a critical component of any outsourcing and technology provider contract.

Beyond the list of expectations for the type and quality of service, an SLA can remedy non-compliance. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI[12], which investigates aspects of multi-level, multi-vendor slas in service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results with regard to content-oriented ESAs. . . .