Versions Compared


  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Migrated to Confluence 4.0

A written agreement between an IT Service Provider and the IT Customer(s), defining the key service targets and responsibilities of both parties.

(ITIL Service Delivery, pg.28)

Abbreviated "SLA".

See also Service Level Requirements, Operational Level Agreement, and Underpinning Contract.