What is a service level agreement (SLA)?

Question

Accepted Answer

**SLA** — contract defining service expectations.

**Key elements:**
- Service description.
- Performance metrics.
- Response times.
- Resolution times.
- Penalties for non-compliance.

**Example:**
```
Service: IT Support
Priority 1 (Critical): Response 15 min, Resolution 4 hrs
Priority 2 (High): Response 1 hr, Resolution 8 hrs
Priority 3 (Medium): Response 4 hrs, Resolution 24 hrs
Priority 4 (Low): Response 8 hrs, Resolution 72 hrs
```

**Types:**
- **Internal** — between departments.
- **External** — with vendors.

**Metrics:**
- Availability (uptime).
- Response time.
- Resolution time.
- Customer satisfaction.

**BA role:** Define SLAs as part of requirements.

Business Analyst: What is a service level agreement (SLA)?