The term service quality agreement (DGV) or service level Agreement (SLA) designates an agreement between client and Dienstleister, who arrange recurring services for the client in the controllability more transparent, as for instance the assured response time, extent, speed and costs. An important component is here the (service level).

Characteristically of a SLA is that the Dienstleister offers each relevant service parameter without being asked in different quality grades (levels), from which the client under economical criteria decide must. With a classical contract for services the Dienstleister does not reveal these contract design possibilities.

History and context

Historically SLA developed first for IT-services; in the meantime SLA for all services are used. In Germany the term is SLA by the IT Infrastructure LIBRARY (ITIL) particularly admits become.

SLAs are a substantial component service level management (SLM). In the context of the service level management of process SLAs are revised and adapted to the respective market conditions and customer requirements.

Term demarcation

From the service level Agreement (SLA) that is to be differentiated operational level Agreement (OLA). This applies only to the Dienstleister internally. A Underpinning Contract (UC) again is a contract between the IT-service-offerer and one for it transacts Dienstleister.

Agreement contents

Substantial contents of a SLAs:

1. Purpose
2. Contracting party
3. Reviews
4. Change history
5. Performance specification
6. Responsibility Leistungserbringer
7. Responsibility recipient of services
8. Availability services
9. Standard
10. Job planning/- maintenance
11. Service level characteristic numbers
12. Monitoring and reporting
13. Other definitions
14. External contracts
15. Escalation management
16. Price structuring
17. Contract running time
18. Signatures

The definition of SLAs is to follow the SMART principle. The client receives one in the SLAs fixed achievement (e.g. A price agreed upon by data etc.) at and the contractors it guarantees response times of the support, re-establishment that he adheres to this agreement.

SLAs are to create on the one hand price/achievement transparency for customers and partners, on the other hand one they offer a support during the arbitration of arguments or controversy avoidance.

Some example SLA applications

A typical application for SLAs are outsourcing contracts. In the following some examples in which areas SLA to be today used:

• Applications of E-Mail
• Enterprise resource Planning (ERP)
• E-Shop (E-Commerce)
• Billingsystem
• E-Payroll (electronic salary statement)
• Financial information services
• Telecommunications (telephone or portable radio)

Articles in category "Service quality agreement"

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