A 'service level agreement' (or abbreviated as SLA) is a part of a service contract where the level of service is formally defined.In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance.As an example, internet service providers will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms.In this case the SLA will typically have a technical definition in terms of Mean Time Between Failures (MTBF), Mean Time to Repair or Mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details. This book is your ultimate resource for Service Level Agreements. Here you will find the most up-to-date information, analysis, background and everything you need to know. In easy to read chapters, with extensive references and links to get you to know all there is to know about Service Level Agreements right away, covering: Service level agreement, Mean time between failures, Mean time to recovery, Operational level agreement, Information Technology Infrastructure Library, IT service management, Call centre, Service Desk (ITSM), Uptime, Shared web hosting service, Virtual private server, Dedicated hosting service, Maintenance window, Network service provider, Telecommunications Act of 1996, Web service, Cloud computing, Grid computing, Service-oriented architecture, Outsourcing, Outsourcing relationship management, IT cost transparency, Management as a Service, Sales outsourcing, Outsourcing of animation, Application Management Services Framework, Avasant, Caliber Point, Cloud storage, Contact centre (business), Counsel On Call, Crowdsourcing, Divestment, E-lancing, Editorial process outsourcing, Employee exit management, Engineering process outsourcing, Global eProcure, Amar Gupta, Harvey Nash, Hybridshoring, Induction programme, Information technology, Inshoring, Intelligent customer, IQor, Legal outsourcing, LEO (computer), Managed Print Services, Managed security service, Managed VoIP Service, Media Process Outsourcing, MITIE Group, Nearshoring, NetRom Software BV, Offshore Development Center, Offshore software R&D, Offshoring, Offshoring Research Network, Online outsourcing, Oregon Bridge Delivery Partners, Original equipment manufacturer, Outsource marketing, Outsourced document processing, Outsourcing Solution Director, Personal offshoring, PFSweb, Print and Mail Outsourcing, Programmers Guild, RELEX Group, Request for proposal, Rural outsourcing, Selfsourcing, Service level objectives, Service review, User:Snowboar11 askcity, Socially responsible outsourcing, Software testing outsourcing, Sourcing advisory, Strategic sourcing, Technical support, Transfer of Undertakings (Protection of Employment) Regulations 2006, Transformational Outsourcing, Transition methodology, Virtual airline (economics), VSoft Corporation, VSoft Technologies Private Limited, Website Management Outsourcing This book explains in-depth the real drivers and workings of Service Level Agreements. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of Service Level Agreement with the objectivity of experienced IT professionals.