S Service Level Agreement - SLA

A Service Level Agreement (SLA) in IT is a contract between a service provider and a customer or a business. If the agreement is concluded within one organization, it is usually called the Operational Level Agreement (OLA)

Contents:

Identification of parties, validity, legal reference

List of services provided based on the agreement - the services are usually described in a service catalogue.

The level of service provision, mainly availability (e.g. 99,7%), operation hours (e.g. 24/7), security, and continuity.

Contacts

Incident severity (e.g. A, B, C), řešení incidentů a garance reakční doby a doby vyřešení dle závažnosti. 

Change and requirements management.

Sanctions