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Chapter 21 - Performance-Based Contracting and Service Level Agreements

21.10 Service level agreements (SLAs)

21.10.0 Service level agreements (SLAs)

A service level agreement (SLA) is a document of requirements, either part of an overall contract or a standalone agreement, which specifies in measurable terms the services to be provided, the standards to be attained in the execution of those services, and the consequences that occur in the event the standards are not met. SLAs often include:

  • Percent of time services should be available
  • Number of users to be supported
  • Performance benchmarks
  • Schedule for advanced notification of system changes, upgrades, downtime
  • Help desk response time
  • Usage statistics