Service Level Agreement Flashcards, test questions and answers

Discover flashcards, test exam answers, and assignments to help you learn more about Service Level Agreement and other subjects. Don’t miss the chance to use them for more effective college education. Use our database of questions and answers on Service Level Agreement and get quick solutions for your test.

What is Service Level Agreement?

A Service Level Agreement (SLA) is a contractual agreement between two parties, typically the customer and service provider. It defines the level of service expected from the provider and outlines any penalties or compensations that may be incurred if these expectations are not met. The SLA sets out exactly what services will be provided, how they will be provided and for what duration. It also includes details about pricing, terms of payment, responsibilities of both parties and other important information related to the services being delivered.The purpose of an SLA is to ensure that each party involved in a service delivery relationship has clear expectations as to their respective roles and obligations in order to achieve successful results. Through well-defined performance metrics such as availability, response time or defect rate; it serves as a reference point against which progress can be measured throughout the course of a contract period. An SLA establishes trust between the customer and provider by making sure there is mutual understanding on all aspects related to services rendered An effective SLA should: Clearly define objectives Detail agreed upon quality standards Outline necessary support levels required by either party Establish procedures for problem resolution Include financial compensation when agreed upon outcomes are not achieved By providing both parties with transparency regarding expectations from start to finish, an SLA establishes clarity on shared goals while ensuring everyone involved is held accountable for meeting those targets – thus providing greater confidence in end-results.