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task will:- explain how these relate to services and service descriptions -
- introduce SLAs
- explain how they relate to the other service artefacts
- look at any minimum (regulated) content. The content of SLAs is highly regulated.
- consider if a template is required
Definition
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A 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. (wikipedia) |
Relations
A service description can form the starting point for discussions on the SLA. The service description e.g. contains the minimum offered quality of service.
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An example of a difference in a SLA over a service description can be found in this discussion on SWIM-SERV-014. At the moment, it sounds like you do not want to commit to a given figure for the availability of the service. It is possible to state "best effort" in the service description.
It is then possible to update the service description within the European SWIM Registry if you think an update is needed based on the feedback from operations.
SWIM-SERV-014 concerns the quality of service that is offered. The figure is used to inform contract negotiations and the creation of a Service Level Agreement between the provider and consumer. Indeed, it is the figure in the SLA that most interest consumers. Therefore, the service description can stay as "best effort" until you are confident you can provide a more accurate figure. The exact figure can be included in the relevant SLAs. |
Regulated content
page manages the activities related to understanding formal arrangements. |
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The relationships between service overviews, service definitions and service descriptions is discussed on the Artefacts to describe services page. |