Service Level Agreement

From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
Jump to navigation Jump to search
1. Service Level Agreement or SLA is an agreement between the service providers and the service user as to the nature, availability, quality, scope of the service to be provided.


BCMBoK Competency Level
BCMBoK 4: Business Continuity Strategy CL 2B: Intermediate (BC)



BCMBoK Competency Level
BCMBoK 4: Business Continuity Strategy CL 2C: Intermediate (CM)



BCMBoK Competency Level
BCMBoK 4: Business Continuity Strategy CL 2D: Intermediate (DR)





(Source: Business Continuity Management Institute - BCM Institute)

2. Written agreement between a Service Provider and the (SLA) customer(s) that documents agreed Service Levels for a service.

(Source: OGC, Information Technology Infrastructure Library (ITIL) v3)