Service Level Agreement (SLA)


Represents a commitment between a service provider and one or more customers and addresses specific aspects of the service, such as responsibilities, details on the type of service, expected performance level (e.g., reliability, acceptable quality, and response times), and requirements for reporting, resolution, and termination.

 Source: NIST NIST SP 800-47 Rev. 1 under service-level agreement

A formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider. The SLA should cover day- to-day situations and disaster situations, as the need for the service may vary in a disaster.

 Source: BCI/DRJ

A Service Level Agreement (SLA) is a contract between a service provider and a customer that specifies the level of service expected from the service provider. It typically includes details such as the type of service provided, the duration of the service, the availability of the service, the response time to service requests, and the cost of the service.