Service Level Agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
If appropriate, classify problems into urgency or severity levels. Four or five levels are typical, with levels either numbered or assigned designations such as urgent, high, medium and low. For each level, describe the criteria for determining a problem’s level (such as the number of customers affected or the impact on customers’ ability to carry out their responsibilities), and specify the associated time frames or levels of responsiveness for each level.
This information is often presented in a table, such as the following.
For a meaningful discussion, a typical SLA would consist of these key components.