Service Level Agreement (SLA)

From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
Jump to: navigation, search
1. Coming soon.

(Source: Business Continuity Management Institute - BCM Institute)

2. A formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider. The SLA should cover day-to-day situations and disaster situations, as the need for the service may vary in a disaster.

(Source: Business Continuity Institute - BCI)