Service Level Agreement Bedeutung

A service level agreement (in German: service quality contract) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service. The abbreviation SLA is often used. An SLA is intended to ensure quality: in addition to the range of services, SLA agreements contain precise specifications on the quality of services (service levels). These quality levels are used to meet expectations and make companies accountable for meeting their commitments. The aim is to make the control possibilities transparent for the contracting entity by accurately describing the promised performance characteristics such as the volume of performance, reaction time and speed of processing. An important element in this regard is the level of service, which describes the agreed quality of service and contains information about the range of services (e.g. B time, scope), availability, supplier response time, etc. The typical example is server operations that must be operated 24 hours a day, 7 days a week with a failure rate of z.B. a maximum of 0.1% per year and a response time of 30 minutes after the damage is reported by an external service provider. [1] A service level agreement is an agreement between two or more parties, one of which is the customer and the other is the service provider. It can be a legally binding formal or informal “treaty” (e.g.

B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no “agreement” between third parties; These agreements are simply “contracts”. However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an “SLA”. The underlying advantage of cloud computing is that of shared resources that are supported by the underlying nature of a common infrastructure environment. Therefore, SLAs span the entire cloud and are offered by service providers as a service agreement and not a customer-based agreement. Measuring, monitoring, and reporting on cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to SLAs is the difficulty of determining the cause of service interruptions due to the complexity of the nature of the environment. Since the late 1980s, SLAs have been used by fixed telecommunications operators. .