AIX Tip of the Week

AIX Tip of the Week: Service Level Agreements

Audience: IT Managers and Administrators

Date: February 18, 2000

Service Level Agreement (SLA) is a contract between an IT service provider and their users. The SLA clearly states what level of service users can expect, and what your organization will do to ensure that this level of support . Benefits include common expectations and numerical performance objectives for measuring success.

As a starting point, a Service Level Agreement should address the following items:

1. Facilities to be provided

2. Service hours

3. Service Recovery

4. Performance expectations

5. Limitations of use

6. User responsibilities

7. Available assistance

8. Measurements