…don't search – find!

SLA (Service Level Agreement)

The term Service Level Agreement (SLA) refers to a contract or "interface" between client and provider for recurring services. Promised performance characteristics such as the scope of service, availability and speed of handling are recorded exactly, with the aim to make the management possibilities transparent for the client. Here, an important aspect is the quality of service, that describes the performance quality agreed upon.

The contractual agreement concerning the performance of support services clearly defines, which support services can be accessed by the client at which point of time and which other basic conditions can be demanded. Small and medium-sized companies and corporations conclude SLAs in order to calculate and guarantee the availability of systems.

bitfarm-Archiv Document Management offers SLAs in varying forms, geared to individual needs.

Glossary index | Home | Software | Services | Document Management | FAQ | Contact