Service Level Agreement (SLA)

What is a Service Level Agreement (SLA)?

An SLA is a legal document or a clear pledge that sets the standard for service delivery between a provider and a client. It covers what day-to-day IT support and logistics should look like. When crafting SLAs, be specific about timelines, responsibilities, and penalties for missed goals. That way, there are no guessing games.

There are different types of SLAs depending on the relationship and needs. These typically include:

• Customer-based SLA: Covers a specific customer or group and all the services they receive
• Service-based SLA: Focuses on one type of service for all customers (for example, email support for all users)
• Multi-level SLA: Combines aspects of both, with layered details for different users or departments