A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. Exclusions: That is another very important element. Both sides must agree on all exclusions. Exclusion of services, geographies, days, schedules, environmental conditions, etc. The evaluation and calculation of ALS determines a degree of compliance with the agreement. One wonders how they calculate ALS? There are many ALS computing tools available on the Internet. The real question is exactly what to calculate. AlS should have two components: services and management.
Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts. In addition to some basic information such as contractual partners, general objectives, termination terms and termination terms, typical service level agreements in the IT environment include: SLA is synonymous with Service Level Agreement, this is a legally binding agreement between Business and its Service Provider. It contains a list of the services offered by the provider, as well as inclusions, exclusions and exceptions. It also contains KPIs (Key Performance Indicators) to measure penalties applicable when service levels are not met. It is an integral part of every contract – must be carefully designed and agreed upon by sellers and partners. Services Based SLA It is created by a common services company offered to all its customers. A classic example is that offered by an ISP to all its customers. It can contain a guaranteed running time of 99.9%, problem solving within 30 minutes, minimum download or download speed, etc.