Service Level Agreement

Service level agreement is generally part of an outsourcing or managed service agreement . It is a contract which defines exactly what service a service provider will provide and the required level or standard for those services.

Main Elements Of SLA :

Overall objective .

Description of service .

Performance Standard.


Change control.

Service Description.

Reporting procedure.

Types Of Service Level Agreement :

Service Based Service level agreement .

Multi – level Service level agreement .

Customer based Service level agreement.