Service Level Agreement (SLA)

A Measurable Commitment to Support
MAY 2007
Jeff Elpern


  • A binding contract which formally specifies end-user expectation about the solution and tolerances. It is a collection of service level requirements that have been negotiated and mutually agreed upon by the information providers and the information consumers. The SLA has three attributes: STRUCTURE, PRECISION, AND FEASIBILITY. This agreement establishes expectations and impacts the design of the components of the data warehouse solution.
  • A Service Level Agreement (SLA) is a formal written agreement made between two parties: the service provider and the service recipient. The SLA itself defines the basis of understanding between the two parties for delivery of the service itself. The document can be quite complex, and sometimes underpins a formal contract. The contents will vary according to the nature of the service itself, but usually includes a number of core elements, or clauses.
  • BRIAN - These agreement, typically between a service provider and a manufacturer/ sub-contractor, define the expected level of performance for different classes of field problems. They are specified in a formal agreement that sets expectations and defines common terminology. Often, the terminology is defined by a larger service provider for a smaller supplier, resulting in the need for a system that supports different terminologies for different customers.


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