What Is An It Service Level Agreement

In a service-based SLA, all customers who work with the service provider benefit from similar terms. For example, a cable TV provider indicates the services it offers to all its customers, as well as the additional services or channels available as part of the package. Measures must motivate good behaviour. When defining metrics, both parties should keep in mind that the purpose of metrics is to motivate appropriate behavior on behalf of the service provider and customer. This section sets out the purposes of this Agreement, such as: The SLA will also include a section describing exclusions, i.e. situations where the guarantees of an SLA – and penalties for non-compliance – do not apply. The list may include events such as natural disasters or terrorist acts.