Common Contracts
1 similar Service Level Agreements contracts
Service Level AgreementsService Level Agreements • May 15th, 2012
Description: The operations of an effective and efficient enterprise-wide computing capability, whether provisioned in-house or outsourced, demands that expectations between provider and client be documented. This document is commonly referred to as a Service Level Agreement (SLA), and requires buy-in and formal approval by both the provider and the client. Of course, most CIOs are both providers and consumers of services, so we need to provide SLAs to our internal/external customers as well as expect SLAs from our providers. The SLA spells out the responsibilities of all stakeholders, the level of service to be expected, the scheduled environment/system downtimes, and the consequences (e.g. penalty payments) of not meeting the agreed-upon expectations. Overall ownership of the SLA rests with the provider. The SLA should be seen as a living document, closely tracking the changes that take place in the operational environment.
