KC 8.2.5 – Service Level Agreements (SLA)

These are agreements between suppliers and customers, or between operating units of a company, to provide business services under specific terms. Whether explicit or implied, SLAs form the basis of all operating aspects of a company. Failure to deliver on known or unknown SLA commitments cause chaos within companies. Key elements include provisioning time, performance, security, and availability.

In most of the organisations, adherence to SLA is set upon as one of the top metrics that both management as well as the client reviews.SLA adherence is typically measured int erms of per cent.