Tech Quiz of the Day

Dec 10 2008   3:31PM GMT

Tech Trivia Challenge – service level agreement



Posted by: Margaret Rouse
Tags:
Service Level Agreement
SLA

Our WhatIs.com Tech Term is service level agreement.
A service-level agreement (SLA) is a contract between a service provider and a customer that specifies in measurable terms what services the provider will furnish. The best service-level agreements are very detailed and address every aspect of the business relationship, including rewards and penalties for good and bad performance.

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According to the ITIL framework for best practices, what do you call a contract that defines how various IT groups within the same company plan to deliver a service or set of services?
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