SLA (Service Level Agreement)
Design Processes
Contractual agreement specifying service levels.
In practice
In service contracts, a Service Level Agreement (SLA) outlines the agreed-upon levels of service a provider commits to delivering to a customer. SLAs define performance metrics, response times, and other service-related parameters, providing a clear understanding of expectations and standards. SLAs are essential for managing customer expectations, ensuring accountability, and maintaining a high level of service quality in various business relationships.
Questions
What is SLA (Service Level Agreement)?
A service level agreement is a formal commitment to a level of service — uptime, response time, resolution time — with consequences for missing it.
Why do you use SLA (Service Level Agreement)?
It turns a vague expectation into a measurable promise, which is what allows a customer to plan around a service.
How do you use/apply SLA (Service Level Agreement)?
Define the metric precisely, state how it is measured and over what period, and agree what happens when it is missed.
When do you use SLA (Service Level Agreement)?
Whenever one organisation depends on another's service for something that matters.
Who uses SLA (Service Level Agreement)?
Operations and commercial teams, with service designers on what is realistic.
