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Definitions and Terminology
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service level agreement
(SLA) written agreement between a service provider and a customer that documents services and agreed service levels
source: ISO20000-1, 2005
a formal agreement between the customer(s) and the IT service provider specifying service levels and the terms under which a service or a package of services is provided to the customer(s)
source: ITIL:Security Management:1999
(SLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers. See also Operational Level Agreement.
source: ITIL v3, Service Operation, 2007
(SLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers. See also Operational Level Agreement.
source: ITIL v3, Service Design, 2007
(SIA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers. See also Operational Level Agreement.
source: ITIL v3, Service Transition, 2007
(SLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers. See also Operational Level Agreement.
source: ITIL v3, Continual Service Improvement, 2007
(SLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers.
source: ITIL v3, Service Strategy, 2007
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