SLAoppfyllelse

SLAoppfyllelse refers to the degree to which the targets defined in a Service Level Agreement (SLA) are achieved by a service provider. It covers aspects such as availability, performance, incident management, and support, and can be structured as service-based, customer-based, or multi-level. It is a central concept in service governance and contract management.

Common metrics used to assess SLA fulfillment include uptime or availability (the proportion of time the service is operable), performance measures such as response time and throughput, and incident handling metrics like mean time to detect, mean time to acknowledge, and mean time to resolve. Support metrics, including first response time and time to resolution, are also tracked. Security, compliance, and customer satisfaction may be included as well. Measurement is typically based on continuous monitoring, log analysis, and periodic audits, with dashboards and reports used to determine whether targets are met within defined windows and tolerances.

The SLA management lifecycle involves defining targets during negotiation, followed by ongoing monitoring, reporting, and periodic reviews. If targets are not met, the agreement may specify remedies such as service credits or refunds, together with root cause analysis and corrective actions. Clear roles and escalation paths—such as service owner, supplier, and customer—support timely remediation and accountability.

Challenges to fulfillment can arise from external factors, changing demand, or capacity constraints. Organizations often pursue continuous improvement through service improvement plans, capacity planning, and regular SLA reviews to ensure targets remain realistic and aligned with needs and capabilities.