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Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing In practice, the term SLA is often used wrongly: people often mean contracted delivery time (of the service) or performance contract if they talk about a SLA.
Types of Service Level Agreements (helpdesk) There are several types of service level agreements. Some of the most frequent are: Software for SLA management Some of the companies that develop software for SLA management in large companies are: See also | ||||||||
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