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Whatâs a SLA: Service Level Agreement A Service Level Agreement (âSLAâ) is a very important component of a relationship between a service provider (your business) and a client (your customer). An SLA is a contractual agreement between the business and the client where the services that will be provided are defined and described, and where remedies if a business cannot meet these requirements are set forth.
Here we will just describe what SLA is and how SLA is decided for different priorities of incident tickets. A Service Level Agreement is two things: a negotiation tool to balance the user demands against the resources available. After this negotiation is complete the SLA serves as the definition of reasonability. For example, it may or may not be reasonable for an end-user to demand you maintain backups for 5 years, depending on the SLA. In absence of