Service Level Agreement

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. BL-DR-5 Click to know more 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) Click to know more about expert level training (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.

A Manager’s Guide to Implementing Your IT Disaster Recovery Plan

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