BSIT380 - Week 2 Posting

What is an SLA? 


A Service Level Agreement (SLA) is a formal contract that describes in detail the level of service a service provider commits to delivering to a customer. SLAs are pivotal in establishing expectations, performance criteria, and responsibilities between the parties involved.

I'm most familiar with how SLAs are used in the Information Technology industry. However, SLAs can be used in any industry where there is a need for two entities, one providing a service and one receiving the service, to define their relationship in a manner that is legally binding. Wouldn't it be interesting if matrimony came with an SLA attached to the marriage license?

For more information on SLAs:

Overby, S., Greiner, L., & Gibbons Paul, L. (2017, July 5). What is an SLA? Best practices for service-level agreements. CIO.


Coursera Staff. (2023, November 29). What is a service-level agreement (SLA)? and how to write one. Coursera.