Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a contract (or part of contract) between a service provider and a customer that specifies in measurable terms the key characteristics of the service to be provided.

In Valuemation, Service Level Agreements are covered by the 'Service Agreement' object type. Service records of Service Class 'SLA - Business Service' are services provided by the company (Service Provider) to a Customer. Service parameters of such services represent SLA parameters which should be stipulated in the SLA document.