Service Level Agreement, the abbreviation SLA is used. SLA is a formalized service description, which the supplier provides to the customer. SLA defines the scope, level and quality of the service, such as:
- Guaranteed time availability (e.g. 24/7/365 - 24 hours a day, 7 days a week, 365 days a year)
- Guaranteed price
- Guaranteed speed troubleshooting the service (e.g. 30 minutes after reporting the problem)
SLA further describes the way of dealing with customer support, communication channels between the customer and the provider, the method of solving abnormal or emergency conditions, the reaction speed and fault elimination, determination of liability for damages, solutions for intellectual property, copyright, and others.