Service level agreement (SLA)
- Term
- Service level agreement (SLA)
- Exam
- CISA & CISM
- Definition
An agreement defining measurable service targets between a provider and its customer.
- Explained
An SLA defines measurable service targets and how they are measured and reported. Effective SLAs reflect business needs, are supported by internal operational level agreements and supplier contracts, and are reviewed as needs change.
- In practice
A hosting provider commits to 99.9% availability measured monthly.
- Often confused with
- Operational level agreement
- Exam angle
Supported internally by operational level agreements.
- Related