DRJ Spring 2020

Conference & Exhibit

Attend The #1 BC/DR Event!

Fall Journal

Volume 32, Issue 3

Full Contents Now Available!

Service Level Agreement (SLA)

Search for glossary terms (regular expression allowed)
Begin with Contains Exact term


Service Level Agreement (SLA)
A formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider. The SLA should cover day-to-day situations and disaster situations, as the need for the service may vary in a disaster.An agreement between a service provider and a customer defining the scope, quality and timeliness of service delivery.