Concept · entity · registered
Service level agreement
A documented agreement between a service provider and a customer that identifies the services required and the expected level of service. It creates commitments between those parties, which is why it is a contract in this graph. It is not the target figure and not the measurement. Those are the service level objective and the service level indicator. The SRE book tells an agreement apart from an objective by the consequence of a miss, such as a service credit: a target with no consequence is an objective, even if someone calls it an agreement. An agreement between internal teams, with no customer, is not this concept. A target with no documented agreement is an objective.
Definition
What Service level agreement means
Used in data
In OVDB databases
Databases, recordsets and fields whose meaning is this concept, a kind of it, or whose values are instances of it. Rows open the OVDB Directory.
No OVDB database carries this concept yet.
Properties
What we can say about Service level agreement
These properties describe meanings and reference targets. Storage types, required fields, and cardinality belong to the consuming data model.
| Property | Meaning | Values and units |
|---|---|---|
| Service level agreement customer organization | An organization the agreement is with. This party defines the expected level with the provider. It need not be a purchasing customer. | Values reference Organization |
| Service level agreement customer person | A person the agreement is with, when the customer is a person rather than an organization. | Values reference Person |
| Service level agreement service | A service whose targets this agreement commits to. | Values reference Service |
In the graph