Service management - Document
SLA
(Service Level Agreement)
A formal promise about the level of service a supplier or team is expected to provide
What's it for?
Sets a clear promise about how reliable or responsive a service must be.
For example…
A supplier promises the database will be available 99.9% of each month
An SLA promises a supplier will respond to priority-one incidents within 15 minutes and restore the service within four hours
Think of it like…
Train operator's punctuality pledge — written targets, and consequences when they slip