Service Level Agreement

One difficult aspect of disaster planning that will probably be the first thing you have to tackle and will determine everything else that you include in your plan is the service level agreement (SLA) that you negotiate with your users.

It's always a good idea to ensure the quality of service your disaster recovery (DR)/business continuity (BC) programs provide by establishing service-level agreements (SLAs). Likewise, if your BC/DR program depends on the provision of specialized services, such as a hot site or collocated data center, SLAs are essential tools to ensure that the services you obtain are acceptable.

ON THIS PAGE: | Key Concepts | Key Processes | Roles and Responsibilities | Service Definition Products | Additional Information | What is Service Management? Service Management Resources Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship.

The Guideline on Service Agreements: Essential Elements, developed by the Treasury Board of Canada Secretariat, provides advice, guidance, practical examples and templates for individuals charged with developing a service agreement or reviewing a service agreement drafted by the other party in an evolving service relationship.

As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems.

A service-level agreement ( SLA) is a part of a service contract [disambiguation needed ] where a service is formally defined. Particular aspects of the service - scope, quality, responsibilities - are agreed between the service provider and the service user. A common feature of an SLA is a contracted delivery time (of the service or performance).