What is a service level agreement (SLA)?

A SLA (Service Level Agreement) is a written contract between a service provider and its client that sets out the service levels and expectations for that service, in our case a data centre service. The main features of a Service Level Agreement include service levels, responsibilities of the parties, penalties and compensation.

SLA (Service Level Agreement) may contain specific measurable criteria

SLA (Service Level Agreement) defines the qualitative and quantitative parameters that the client expects from the service provider. These parameters may include performance, availability, response time, recovery time, and more. The SLA may include specific measurable criteriawhich are used to evaluate the level of service.

SLA helps service providers define and measure the service levels they offer, providing clients with assurancethat they will receive the expected value for their investment.