SLA stands for Service Level Agreement, which means "Service Level Agreement - ANS", in the Portuguese translation.
The SLA consists of a contract between two parties: between the entity that intends to provide the service and the customer that wishes to benefit from it.
In these SLAs or ANS are specified, in detail, all aspects of the type of service that will be provided, as well as the contractual terms, the quality of the service and the price to be paid for the work.
That is, the main points of the SLA can be summarized in:
- Definition of the results to be obtained;
- Execution time of the activity to be developed;
- Define those responsible for the activities and the involvement they will have;
- Define the tools that will be used;
- Detail what will be the quality of the work that should be delivered;
It can be said that the SLA applies throughout the sector of the market that deals with the provision of services, however, it was agreed to relate this contract with companies working in the area of Information Technology - IT.
Learn more about the meaning of Information Technology.
The SLA's must be controlled from specific methods and metrics, which can guarantee the public interested in acquire a particular service, recognize the quality of the results obtained by a particular company or entity that executes.