A service-level agreement (SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). As an example, internet service providers will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details.
Famous quotes containing the word agreement:
“A marriage based on full confidence, based on complete and unqualified frankness on both sides; they are not keeping anything back; theres no deception underneath it all. If I might so put it, its an agreement for the mutual forgiveness of sin.”
—Henrik Ibsen (18281906)