Service Level Agreements: An Approach to Software Lifecycle Management
Leonard T. Gaines · 2003
Abstract : Definition: A SLA is an agreement between a provider of services and a customer that defines a level of performance or a quality of service. SLAs define in measurable terms the service to be performed, the level of service that is acceptable, and the means to determine if the service is being provided at the agreed upon levels. SLA development. Define the problem. Develop a team. Review current services. Determine requirements. Start SLA development. Determine SLM.