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The output received by the customer as a result of the service provided is the main focus of the 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 ...
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 ...
The term "Service Level Agreement" (SLA) is frequently used for all aspects of a service level, but in more precise use one may distinguish: [4] Service Level Indicator (SLI): measures of service level, like availability (uptime); Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability;
A managed IT services provider is a third-party service provider that proactively monitors & manages a customer's server/network/system infrastructure, cybersecurity and end-user systems against a clearly defined Service Level Agreement (SLA). [7]
Digital Fuel's ServiceFlow software was originally sold to corporate IT teams and to service providers to help them manage service level agreements (SLAs) for outsourcing agreements. [ 2 ] In 2008 Digital Fuel expanded its product line to include IT financial management tools, to help corporate IT manage the business value and cost of IT [ 3 ...
A call's SLA can be generated from its metadata, such as the customer, department, site, inventory item, or problem profile associated with the call. Each SLA incorporates a "response time" and "fix time" related to the call. Triggers are programmed based on the response time and fix time to ensure the SLA is not violated. For instance, if a ...
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