What Does SLA Stand for

Service Level Agreement

SLA stands for Service Level Agreement service level agreement –, in free translation for the Portuguese. This agreement is entered into, essentially, between YOU and your internal client. The SLA describes the service you as well as your goals, responsibilities and roles of the parties to the agreement – whereas other areas of the company can also benefit from the resource.

According to ABNT, the agreement should be made between the ordering or those who are interested in a particular it service and responsible for such services, and should be reviewed periodically to ensure the continuity of all be suitable for meeting the needs of business.

Is the common misconception to refer to the contract agreed between the company and its external supplier you as an SLA. The correct one is that that document, of a more formal, is the support contract (contract underpinning, of the English), which also can and must go around the definition of service levels, however if not configures an SLA indeed.

The main indicators which allow for quantitative measurement of the quality of service received are: response time, availability (Service Availability), MTBF, among others.

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