Service Level Agreement

Type: Information Object

Status: Planned
Industry Sector: Information Technology
Sensitivity Level: Internal
Personal Information: No PII

Description:
A formal agreement defining the expected service levels, responsibilities and performance targets between an IT provider and its customers.

Accessed by Application(s):

• Cloud Management Application
• Customer Support Platform
• Issue & Project Tracking Application

 Yes

Attributes

Order	Name	Description	Type	Cardinality	Example value
1	SLA ID	Unique identifier for the service level agreement	GUID	Mandatory	SLA-2024-0012
2	Service Name	Name of the IT service covered by the agreement	String	Mandatory	Email Service
3	Status	Current status of the SLA	Enumeration	Mandatory	Active
4	Customer	The party receiving the service	String	Mandatory	Finance Department
5	Response Time Target	Maximum time to acknowledge an incident, in minutes	Integer	Mandatory	15
6	Resolution Time Target	Maximum time to resolve an incident, in hours	Integer	Mandatory	4
7	Review Period	Frequency at which the SLA is reviewed and renewed	String	Optional	Annual
8	Availability Target	Agreed uptime percentage for the service	Decimal	Mandatory	99.9

 Yes
 
 Planned
 No PII
 Internal
 Information Technology
 A formal agreement defining the expected service levels, responsibilities and performance targets between an IT provider and its customers.

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