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  2. Service-level agreement - Wikipedia

    en.wikipedia.org/wiki/Service-level_agreement

    Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing ...

  3. Service-level objective - Wikipedia

    en.wikipedia.org/wiki/Service-level_objective

    A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...

  4. Service level - Wikipedia

    en.wikipedia.org/wiki/Service_level

    Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability; Service Level Agreement (SLA): contract based on these objectives; a sample clause may be "if availability is 99% to 99.95% in a given month, the customer gets 10% off their monthly bill". [5] SLIs form the basis of SLOs, which in turn form the basis ...

  5. Service governance - Wikipedia

    en.wikipedia.org/wiki/Service_governance

    ESM systems track: business resources, including people, parts and assets; and the status of customer commitments, such as service requests, orders, repairs and service-level agreements (SLAs). The applications that comprise the system share data across various departments (customer service, technical support, sales, field service, etc.), which ...

  6. Operational-level agreement - Wikipedia

    en.wikipedia.org/wiki/Operational-level_agreement

    An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.

  7. AOL Plans Product Terms

    help.aol.com/articles/aol-plans-license-agreements

    Review the terms of service or license agreements for the individual products associated with your AOL Plan.

  8. Prisoners of Profit - The Huffington Post

    projects.huffingtonpost.com/prisoners-of-profit-2

    The federal monitor, a nationally recognized juvenile incarceration expert named Paul DeMuro, felt the state wasn’t moving quickly enough to adopt reforms. Six years into the agreement he resigned in frustration, concluding in a series of reports that the quality and monitoring of the state’s new programs were “sorely suspect.”

  9. Service level indicator - Wikipedia

    en.wikipedia.org/wiki/Service_level_indicator

    In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [1] an SLI can be called an SLA metric (also customer service metric, or simply ...