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A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organizations or different teams within one organization.
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of the ...
Service level. Service level measures the performance of a system, service or supply. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Examples of service level: Percentage of calls answered in a call center. Percentage of customers waiting less than a given fixed time.
A master service agreement, sometimes known as a framework agreement, is a contract reached between parties, in which the parties agree to most of the terms that will govern future transactions or future agreements . A master agreement delineates a schedule of lower-level service agreements, permitting the parties to quickly enact future ...
An operational-level agreement ( OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear ...
High availability ( HA) is a characteristic of a system that aims to ensure an agreed level of operational performance, usually uptime, for a higher than normal period. [1] Modernization has resulted in an increased reliance on these systems. For example, hospitals and data centers require high availability of their systems to perform routine ...
Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions, ostensibly for the purpose of improved operations and reduced budgetary expenditures through the reduction of directly-employed staff. [1] [2] [3] It is an alternative to the break/fix or on-demand ...
Security requirements defined in service level agreements (SLA) and other external requirements that are specified in underpinning contracts, legislation and possible internal or external imposed policies. Basic security that guarantees management continuity. This is necessary to achieve simplified service-level management for information security.
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