Service Level Agreement (SLA) is a term relating to a contract negotiated between a service provider and its user. Most SLAs are for the IT industry, but that`s not always a requirement. The itil methodology addresses the issue of IT services in a wide range of cases. Any sale (making available) of a product (software, service, product,...) is made at the same time as the definition of this product. This definition should set out clear rules for users and manufacturers on how the product should be maintained, how it should be used and used at its price. For example, it is a warranty on the product, the normal use of the product, what the product is intended for, how much the product costs. It is therefore not certain whether it is a supply contract or a service contract. Used aircraft, replacement engines, spare parts, maintenance and service contracts The term is closely related to service level management (SLM), which includes the monitoring and management of service quality based on defined quality indicators (described in the service level agreement) that are part of the key indicators of the organization. Service Level Agreement (SLA) is a formalized service description that the provider makes available to the customer. In particular, the Service Level Agreement defines important parameters such as the volume, level and quality of service. Kromě SLA je důležitý i termín operation-level agreement (OLA), který znamená vlastně totéž, co SLA, ale jeho zaměření je dovnitř organizace zajišťujíí chod služby.
Jedná se tedy o smlouvu mezi prodejci služby a techniky zajišťující její provoz. Další termín mající blízký vztah k SLA je service-level declaration, což je SLA tam, kde není pořádný protějšek na straně zákazníka. Může se tedy jednat například o přepravní řád MHD. It is also important that the Commission is informed of all planned negotiations on new service agreements. Service Level Management is one of the key elements of general service management. Service Level Agreement also describes customer support management, communication channels between customer and supplier, method of resolving abnormal or emergency conditions, reaction speed and correction of errors, determination of liability for damages, intellectual property solutions, copyright and others. Není tedy jasné, zda musí být kvalifikována jako zakázka na dodávku nebo zakázka na službu. Used aircraft, spare engines, spare parts, maintenance and service contracts Each purchase implies an obligation for both the seller and the buyer to comply with the conditions of purchase. .