Glossary

Service Level Agreement (SLA)

The “Service Level Agreement” (SLA) is an agreement between a contractor (service provider) and a customer (service requestor) that fixes the quality of the service. SLAs see to cost transparency and the seizure of an adequate service quality – they are often used in the service sector. Internal SLAs can be concluded between the IT-department and the specialist departments. External SLAs contractually govern the connection between service requestor and service provider and can be found in the general part of the contract. A key part is the verification of the service quality rendered and regulations if it had not been satisfactory.