What is SLA?
SLA stands for Service Level Agreement.
The SLA is a contract between two parties: between the entity that intends to provide the service and the customer who wishes to benefit from it.
These SLAs or ANSs specify in detail all aspects of the type of service that will be provided, as well as the contractual terms, the quality of the service and the price to be paid for the work.
That is, the main points of the SLA can be summarized in:
- Definition of the results to be obtained;
- Time of execution of the activity to be developed;
- Define those responsible for the activities and the involvement they will have;
- Define the tools that will be used;
- Detail the quality of the work to be delivered;
It can be said that SLA applies in the entire market sector that deals with the provision of services, however, it was agreed to relate this agreement with companies working in the area of Information Technology – IT.
SLAs should be controlled from specific methods and metrics that can guarantee the public interested in acquiring a particular service to recognize the quality of the results obtained by a particular company or entity that executes them.