ALSO CALLED: Service Level Agreements and SLAs DEFINITION: A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA. More recently,
… Definition continues below.
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SLA DEFINITION (continued): … IS departments in major enterprises have adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.
Some metrics that SLAs may specify include:
What percentage of the time services will be available
The number of users that can be served simultaneously
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