Formal contract defining the expected level of service, response times, and performance metrics.
A Service Level Agreement (SLA) formally defines the service standards a provider commits to deliver—response times, resolution times, availability targets, and other measurable commitments. SLAs establish accountability and set clear expectations between service providers and customers. They typically include definitions of priority levels, response and resolution targets for each level, escalation procedures, and consequences for missing targets.
Why It Matters
The DSC Perspective:
SLAs define what you can expect from your service provider. Review SLAs carefully—understand priority definitions, response vs resolution times, and what happens when targets are missed.