Service Level Agreement (SLA)

System assistance and development based on the Service Level Agreement (SLA)

Service Level Agreement (SLA) is an ITIL term that refers to a formal contract between the client and the service provider that regulates their mutual relations, the subject of the transaction, the criteria for quality evaluation of the services being provided, and the provider’s responsibility in the event of violation of the conditions of provision of service.

In ALP Group practice the SLA is an addendum to a contract for the provision of IT system assistance and technical support services. The SLA explicitly contains a detailed list of services, the interface procedure, a listing of services provided, types and priority levels of issues, deadlines for analysis and reaction to incidents, reporting format, joint liability, the roles of client and contractor service representatives, etc.

The SLA provides the client with certainty regarding the availability and quality of the services purchased. Not infrequently, it is precisely the conditions of the SLA that are the deciding factor in the transfer of an insourced service model for an information system to outsourcing, or for providing a basis for the replacement of a service provider whose work is not satisfactory.