service-level agreement (SLA)

IT Service Level Agreement (SLA) is a contract between a service provider (either internal or external) and end user that defines the level of service expected from the service provider.

SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered.

SLA will provide its customers is a basic example of an SLA from an external service provider. Metrics that define levels of service for an service should aim to guarantee:


SYS IT Service Level Agreement Support Features:

  • 24/7 telephone support.
  • 24/7 on-site support.
  • Engineer to site within 2 hours.
  • Online technical support & knowledge base access.
  • Dedicated service manager.
  • Quarterly service review meetings.
  • Full monthly and quarterly SLA reporting.
  • Support for both in and out of warranty equipment.