LCPM - Work Area: Comparison of Service Level Agreements
Coordinator: Ann Harding (SWITCH)
This work area looks at the area of Service Level Agreements and how they are currently offered by NRENs to their clients or users. It also aims to provide a best practice process for NRENs who are considering introduction of SLAs.
SLA Definition
A Service Level Agreement (SLA) is defined as:A formal agreement between an NREN and client to provide a specified minimum level of service.
The definitions of 'client' and 'service' are locally and specifically defined in each such agreement.
An SLA contains a Service Level Specification (SLS) which details the specifications, measurement details and procedures for the service offered but does not suffice as a formal guarantee of a minimum level of service.
Deliverables
- NREN Client/User Service Level Agreements Survey Report
- Case Studies and Other Information on NREN SLAs
| HEAnet | SLA Case Study (pdf) by Ann Harding Presentation (pdf) SLA Service Terms template (pdf) |
| JANET(UK) | Presentation on SLAs at JANET(UK) Link to JISC Service Level Monitoring Unit |
Glossary
- SLA: Service Level Agreement
- SLS: Service Level Specification
- RFO: Reason for Outage, sometimes part of an SLA in the form of an "RFO report", explaining why the SLA requirements were not met.