What is a service level agreement (SLA)?
Also called: SLA
Last updated
A service level agreement, or SLA, is a commitment between a service provider and its customer, external or internal, that sets out the service to be delivered and the measurable standards it must meet, such as availability, response and resolution times. It also says how performance is reported and what happens when targets are missed.
In more detail
SLAs are common in IT services, managed service providers, outsourcing, facilities and customer support. Typical measures include uptime as a percentage, time to first response and time to resolve by priority, and how quickly requests are fulfilled. Some include service credits when targets are missed.
An SLA only works if it is measured. That needs clear start and stop points for each timer, the data to report it, and a regular review with the customer of performance and any changes needed.
Example
An MSP’s SLA with a client promises a response within 30 minutes and a fix within 4 hours for priority 1 incidents during business hours. Each month the MSP reports how many tickets met the targets, and they review the results with the client every quarter.
SLAs in CheckFlow
In CheckFlow due dates can be set in hours and minutes from the start of a checklist, so a response task can fall due within the SLA. Notifications can tell a named person when a task is overdue by a set time, and a schedule can start the monthly or quarterly SLA review.
Related terms
Templates with a live demo
Each one opens as a live checklist you can try without signing up.
Run your next process as a checklist.
Build it once as a template, then run it with owners, due dates and a record of every step.
14-day free trial, no credit cardFull refund in your first 30 daysUS hosting, EU on request