Wat is een service level agreement voorbeeld?
Een Service Level Agreement (SLA) is een overeenkomst tussen een IT-leverancier en een klant. Deze wordt vaak afgesloten bij het verstrekken van IT-diensten, zoals cloudopslag, software (als dan niet “as a service” SaaS), hosting of infrastructuur.
Wat moet er in een SLA?
In een SLA staan, naast de beschrijving van de te leveren diensten, ook de rechten en de plichten van zowel de aanbieder als de afnemer ten aanzien van het overeengekomen kwaliteitsniveau (service level) van de te leveren diensten en/of producten (services).
What is a Service Level Agreement (SLA)?
What is a Service Level Agreement (SLA)? A Service level Agreement is a contract that defines the level of service that is provided from a company/department to its users for: – allowance for prioritisation of requests. The SLA is a tool that enables adequate Web support.
What should be included in an SLA?
An SLA highlights what the client and the service provider want to achieve with their cooperation, as well as outlines the obligations of the participants, the expected performance level, and the results of cooperation/use of services. An SLA usually has a defined duration time that is clearly provided in the document.
What is SLA in legal terms?
An SLA is a preventive means that allows establishing a transparent relationship between both parties involved and increases confidence in the cooperation. Such a document is fundamental to a successful collaboration between a client and a service provider. Types of SLA penalties A natural reply to any kind of violation is penalty.
What is an example of a customer based SLA?
Customer-based SLA This type of SLA is intended for individual customers and includes all services they request. The document covers details about service quality to let customers know what level of service delivery they should expect. A good example could be telecommunication companies.