define an sla
A service-level agreement (SLA) is a part of a service contract where a service is formally defined. Particular aspects of the service-scope, quality, responsibilities-are agreed between the service provider and the service user.A common feature of an SLA is a contracted delivery time (of the service or performance).As an example, Internet service providers and telcos 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.hus, SLA Management encompasses the SLA contract definition: basic schema with the QoS (quality of service) parameters; SLA negotiation; SLA monitoring; SLA violation detection; and SLA enforcementâaccording to defined policies.