Provide information about a service level agreement (SLA).
Description
Describe an agreement between the service provider and service user based on requirements for a given service.
Properties
The document type service-level-agreement provides the following properties:
Type
Specify the type of the service level agreement to organize them.
Use the Service Level Agreement Type to define types of service levels agreements.
Contract Start Date
Provide the date the agreement is enforced.
Contract End Date
Provide the date the agreement ends.
Service Level Requirement
Provide a reference to the requirement this agreement is based on.
Service
Derived from the Service Level Requirement, the service that is in focus of this agreement.
Value
Derived from the Service Level Requirement, the value of the quality agreed upon.
User Roles
Derived from the Service Level Requirement, the roles of users of the referenced service.
Sections
Description
Describe service level requirement.
Provide information about why the requirements are valid. You may reuse information from the referenced service level. Requirements may address for instance service times, maintenance, availability, or performance.
Business Goal
Describe the business goal that is supported or ensured as long as the service level is fulfilled.
Service Description
Transclude the description of the service from the referenced service level requirement.
Client Responsibilities
Describe the responsibilities of the client.
Provider Responsibilities
Describe the responsibilities of the service provider.
Measuring
Describe how the fulfillment of the agreement can be measured.
This includes the definition of the indicators and a description of the procedures of how these indicators are measured at which intervals.
Reporting
Describe how the customer is informed about the actual performance of the service.
Consequences
Describe the consequences of the service provider failing in this agreement.
Change Management
Provide rules on how change requests for this SLA are conducted.
This may include a reference for a more detailed description that is applied to a set of agreements.
Termination
Describe how this agreement may be terminated before the specified end date.
This may include rules for continuing the service in case no end date is specified explicitly.
